WFM Analyst I

3 days ago

Makati City, National Capital Region, Philippines Teleperformance Full time

About the role

We are seeking a WFM Analyst I to join our growing team at Teleperformance Rockwell. As a WFM Analyst I, you will be responsible for analyzing and optimizing workforce management for our busy call center operations in Mandaluyong City, Metro Manila. This is a full-time role that offers excellent opportunities for career growth and development within our dynamic organization.

What you'll be doing

  • Analyze call volume trends, staffing levels, and key performance metrics to develop workforce plans that optimize efficiency and customer service
  • Manage the scheduling of call center agents to ensure appropriate coverage during peak hours and periods of high call volume
  • Identify opportunities to improve processes and implement new workforce management strategies
  • Collaborate closely with call Centre managers and supervisors to address staffing challenges and improve overall performance
  • Generate detailed reports and make recommendations to senior leadership on workforce optimization
  • Provide training and support to call center agents on workforce management tools and best practices

What we're looking for

  • 1-2 years of experience in a workforce management or call center operations role
  • At least graduate of math-related courses
  • Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
  • Excellent communication and interpersonal skills to collaborate effectively with teams across the organization
  • Proficient in using workforce management software and tools, such as Verint or Teleopti
  • Knowledge of call center operations, key performance metrics, and best practices in workforce planning
  • Ability to multitask, prioritize, and work well under pressure in a fast-paced environment

What we offer

At Teleperformance, we are committed to creating a positive and supportive work environment for our employees. We offer a range of excellent benefits, including competitive pay, opportunities for career advancement, comprehensive health and wellness programs, and a collaborative team culture. Join us as we continue to transform the customer experience for leading brands around the world.

About us

Teleperformance is a global leader in customer experience management, offering a wide range of services, including technical support, sales, and customer care. With over 420,000 employees across 83 countries, we are dedicated to delivering exceptional service and creating value for our clients and their customers. Our mission is to be the world's leading provider of outsourced omnichannel customer experience management, digital integrated business services, and related consulting.

Apply now for this exciting opportunity to join the Teleperformance team

  • WFM Analyst I

    3 days ago

    Quezon City, National Capital Region, Philippines Teleperformance Full time

    About the role We are seeking a WFM Analyst I to join our growing team at Teleperformance Fairview. As a WFM Analyst I, you will be responsible for analyzing and optimizing workforce management for our busy call center operations in Quezon City, Metro Manila. This is a full-time role that offers excellent opportunities for career growth and development...

  • WFM Business Intelligence Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time

    DescriptionSummary of This RoleThe WFM Business Intelligence Analyst will be the analytical engine driving optimal resource allocation and operational efficiency across the entire service ecosystem, encompassing both back office and contact center operations. This role is responsible for transforming complex workforce and operational data into actionable,...

  • WFM Business Intelligence Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing...

  • WFM Systems Expert

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time

    SummaryDescriptionSummary of This RoleThe WFM Systems Expert is a critical role responsible for the implementation, configuration, maintenance, and optimization of the organization's WFM system and related integrations. This role serves as the technical Subject Matter Expert (SME) for the Workforce Management (WFM) platform, ensuring its optimal...

  • WFM Systems Expert

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payments Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Data Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time

    SummaryDescriptionSummary of This RoleThe WFM Data Analyst is responsible for the design, development, and maintenance of all operational reporting, dashboards, and analytical insights for both the Contact Center and Back Office departments. This role leverages WFM and operational data to monitor performance, identify trends, forecast workloads, and provide...

  • Business Analyst I

    1 day ago

    Mandaluyong City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Business Analyst I

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payment Holding Company Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing...

  • Data Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Global Payments Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Business Intelligence Analyst I

    5 days ago

    Quezon City, National Capital Region, Philippines Teleperformance Full time

    About the Role As an (Entry Level) Business Intelligence Analyst I at Teleperformance, you will play a crucial role in supporting the company's data-driven decision making. Working on-site at our Vertis North location in Quezon City, Metro Manila, you will be responsible for collecting, analyzing, and interpreting data to uncover valuable insights that...