Work Force Management Analyst WFM Analyst needed at Teleperformance

Delivery

• Assist and support implementation of all new projects.
• Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing.

Design

• Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
• Perform a weekly/monthly capacity plan for all accounts that supporting operational management for taking the proper decisions.

Outcomes

• Workforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level.
• Maintain Operation headcount and headcount related issues

• Control leaves balance and reserve annual leaves for CSRs.
• Track, maintain, and document attendance, leaves, and absenteeism of CSRs

Communication

• Report on absenteeism and attrition figures of Operation
• Update HR and finance with attendance, absenteeism, and Overtime

• Align with all management levels in case of expected events, or potential crises.
• Other duties assigned.

Education and Specific Training

• Bachelor’s degree

Work Experience

• 3 – 5 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales

Technical Skills

• Usage of MS Office
• Data Analytics

Competencies and Specific Skills

• Communication Skill (Oral and Written)
• Creativity
• Flexibility
• Initiative
• Job motivation
• Judgement
• Planning and organization
• Stress tolerance