WFM Scheduling Analyst I

2 weeks ago

Baguio City, Cordillera, Philippines Teleperformance Full time

About the role

We have an exciting full-time opportunity for a WFM Scheduling Analyst to join our dynamic team at Teleperformance in Baguio City. As a WFM Scheduling Analyst, you will play a crucial role in ensuring efficient staffing and scheduling within our fast-paced call center environment. This is a fantastic chance to leverage your analytical skills and scheduling expertise to support the overall operations of our business.

What you'll be doing

  1. Develop and maintain efficient staffing schedules to meet customer service demands
  2. Analyse historical data and forecast call volumes to optimize workforce planning
  3. Collaborate with team leaders and managers to ensure schedules align with business needs
  4. Monitor and adjust schedules in real-time to address changes in call volumes
  5. Identify opportunities for process improvements and make recommendations to streamline scheduling
  6. Provide reporting and data analysis to support workforce management decisions
  7. Serve as a subject matter expert, training and mentoring junior scheduling analysts

What we're looking for

  1. Minimum of 2 years of experience in a workforce management or scheduling analyst role, preferably in a call center or customer service environment
  2. Strong analytical and problem-solving skills with the ability to interpret data and identify trends
  3. Proficiency in using workforce management tools and software, such as Verint or Calabrio
  4. Excellent communication and interpersonal skills to collaborate effectively with team members and stakeholders
  5. Adaptability and quick-thinking to respond to changing business needs and priorities
  6. Demonstrable experience in scheduling, forecasting, and capacity planning
  7. A bachelor's degree in a relevant field, such as business, statistics, or computer science

What we offer

  1. Competitive salary and performance-based incentives
  2. Comprehensive health and wellness benefits, including medical, dental, and vision coverage
  3. Opportunities for career advancement and professional development
  4. Flexible work arrangements and a supportive work-life balance
  5. A dynamic and collaborative work environment with a focus on employee engagement

About us

Teleperformance is a global leader in digital business services and transformation. We're passionate about creating exceptional customer experiences and driving business success for our clients. With a presence in 80 countries and over 300,000 employees worldwide, we're dedicated to empowering people, enriching communities, and engineering the future of work.

Apply now to join our team and be a part of our exciting journey

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