Start ASAP WFM Scheduling Analyst
3 days ago
About the role
We have an exciting full-time opportunity for a WFM Scheduling Analyst to join our dynamic team at Teleperformance in Parañaque City, Metro Manila. As a WFM Scheduling Analyst, you will play a crucial role in ensuring efficient staffing and scheduling within our fast-paced call centre 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
- Develop and maintain efficient staffing schedules to meet customer service demands
- Analyse historical data and forecast call volumes to optimise workforce planning
- Collaborate with team leaders and managers to ensure schedules align with business needs
- Monitor and adjust schedules in real-time to address changes in call volumes
- Identify opportunities for process improvements and make recommendations to streamline scheduling
- Provide reporting and data analysis to support workforce management decisions
- Serve as a subject matter expert, training and mentoring junior scheduling analysts
What we're looking for
- Minimum of 2 years of experience in a workforce management or scheduling analyst role, preferably in a call centre or customer service environment
- Strong analytical and problem-solving skills with the ability to interpret data and identify trends
- Proficiency in using workforce management tools and software, such as Verint or Calabrio
- Excellent communication and interpersonal skills to collaborate effectively with team members and stakeholders
- Adaptability and quick-thinking to respond to changing business needs and priorities
- Demonstrable experience in scheduling, forecasting, and capacity planning
- A bachelor's degree in a relevant field, such as business, statistics, or computer science
What we offer
- Competitive salary and performance-based incentives
- Comprehensive health and wellness benefits, including medical, dental, and vision coverage
- Opportunities for career advancement and professional development
- Flexible work arrangements and a supportive work-life balance
- 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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