Teleperformance (TP) is a trusted partner to many of the world’s leading brands, providing advanced business solutions that deliver integrated, human-centric experiences while optimizing business processes. The Workforce Management (WFM) Analyst I supports day-to-day workforce management activities to ensure optimal staffing, coverage, and service levels across assigned business units. This role focuses on schedule management, intraday monitoring, basic forecasting, real-time adjustments, and reporting, collaborating closely with Operations, QA, Training, and HR teams to improve efficiency and ensure a smooth workflow.
Key Responsibilities
Schedule Management: Assist in creating and managing staff schedules based on forecasted workloads. Publish schedules, manage shift bids, and update PTO/leave requests while ensuring accurate reflection in WFM tools.
Real-Time Monitoring: Monitor real-time adherence (RTA), queue performance, and workload volume. Flag operational risks and deviations to WFM Specialist II or Supervisor.
Data & Reporting: Consolidate operational data for daily/weekly performance dashboards, verify data accuracy, and maintain data integrity in WFM tools.
Systems Support: Support basic troubleshooting and escalate system issues as needed.
Communication: Provide schedule or coverage updates to Operations and Team Leads and communicate intraday changes such as reroutes, queue priorities, and staffing adjustments.
Cross-Functional Collaboration: Work with Training, QA, HR, and Ops on upcoming events impacting capacity.
Process Improvement: Help identify improvement opportunities for WFM processes and maintain up-to-date documentation for scheduling processes and intraday workflows.
Requirements and Qualifications
Education: A Degree in Business, Mathematics, Statistics, Operations, or a related field is preferred.
Training: Workforce Management or analytics-related training is considered a significant advantage.
Experience: A minimum of 1 - 2 years’ experience in WFM, operations support, or within the BPO (Business Process Outsourcing) sector.
Technical Skills: Exposure to WFM systems and a willingness to learn WFM tools and methodologies.
Soft Skills: Analytical thinking, strong time management, prioritization skills, and attention to detail.
Competencies: Strong communication and coordination skills, problem-solving abilities, and a high level of process adherence and discipline.
How to Apply
Interested and qualified candidates should apply online using the link provided below. Please note that due to the large volume of applications, only shortlisted candidates will be contacted.
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