URGENT Workforce Scheduling Analyst | Teleperformance Vertis North

4 weeks ago

Quezon City, Philippines Teleperformance Full time

About the role We have an exciting opportunity for a Workforce Analyst - Scheduling Focus to join our dynamic team at Teleperformance in Quezon City, Metro Manila. As a full-time Workforce Scheduling Analyst, you will play a crucial role in ensuring the efficient scheduling and staffing of our call center operations to deliver exceptional customer experiences. What you’ll be doing Analyze historical data and forecasts to create accurate staffing plans and schedules that meet business needs and customer demands Continuously monitor and adjust schedules to optimize efficiency and productivity Collaborate with team leaders and managers to identify and address staffing challenges Provide support and guidance to the operations team on scheduling best practices Generate and present detailed reports on workforce metrics and performance Identify opportunities for process improvements and implementation of new scheduling tools and techniques What we’re looking for Minimum of 2 years of experience in a workforce management or scheduling role, preferably in a call center or customer service environment Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams Proficiency in using workforce management software and tools, such as Aspect or Verint Familiarity with call center operations, including forecasting, staffing, and scheduling best practices A keen eye for detail and the ability to work in a fast-paced, dynamic environment What we offer Competitive salary and bonuses Comprehensive health and wellness benefits Opportunities for career growth and development Supportive and inclusive work culture Team-building activities and social events About us Teleperformance is a global leader in customer experience management, offering a range of solutions including customer care, technical support, and back-office services. With a presence in over 80 countries, we are committed to delivering exceptional service and driving business success for our clients. Join our team and be a part of our exciting journey Apply now and let’s discuss how you can contribute to our success. #J-18808-Ljbffr

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