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- Tasks: Join our team to forecast workloads, schedule resources, and analyse data for optimal performance.
- Company: We are a dynamic Workforce Management team focused on delivering excellence to our clients.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values innovation and drives impactful change.
- Qualifications: 2 years of experience with WFM tools and strong Excel skills required.
- Other info: This is a permanent role with potential for on-site travel as needed.
The predicted salary is between 20000 - 30000 £ per year.
As a valued member of the Workforce Management team, you will have a key role in the planning, short, mid, and long-term forecasting of workloads, scheduling, supporting MI analytics, and working closely with the wider WFM team members in the organization to deliver to account and stakeholder requirements.
Key Responsibilities and Accountabilities:
- Thorough, in-depth knowledge in resource planning, scheduling (hands-on experience in WFM tools preferred), and able to demonstrate effective coordination with RTA and MI team members to support account requirements and deliverables.
- Maintain HC reports, track trends, and maintain relevant MI.
- Verifies and monitors historical and real-time performances to produce short-term/midterm outlook of FTE projections to client forecast and financial outlook, and deliver to the optimum forecasting accuracy.
- Optimize resources and plans to drive financial efficiencies in the business.
- Maintain coordination and engagement with RTA & MIS team members to adjust for exceptional short-term capacity changes, and participate in reviews on real-time trending and deviations against plans.
- Perform scenario planning with the aim to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, etc., for the workforce, yet delivering to client demands of resource planning KPIs and SLAs.
- Display advanced facilitation and presentation skills.
- Support stakeholders in the development and review of plans, costs, and resource allocation weekly, and for the required financial outlook.
- Create and maintain the functional templates (activity) to ensure accuracy and timeliness of repetitive or ad-hoc reporting requirements, and prepare and present on Weekly Business Review with stakeholders if required.
- Utilize data from various workforce management tools, Client and Internal MI to provide in-depth analysis of workload from time to time to improve operational performances.
- Ability to competently use all Microsoft programs, work effectively under pressure, meet deadlines, and adjust to changing priorities.
- Prepare and present on Weekly Business Review with Internal and Client stakeholders, and possess exceptional communication skills and leadership to drive change in process and behavior.
Main Job Requirements:
- Skills in using a Workforce Management tool (2 years)
- Intermediate to Expert Skills in Excel
- Experience with Omnichannel
- Experience in working with Outsourcers
Required Skills:
- Analytical and Technical Skills
- Comprehensive computer skills
- Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook, and others
- Working knowledge of workforce planning software, specifically IEX.
Competencies and Specific Skills:
- Customer focused
- Communicative and influential
- Personally effective
- Team Player
- Knowledge of WFM systems and practices
- Creative and flexible
- Organized
- Commercially aware
- Lives and breathes the company values
- Able to confidently challenge at a senior level
- Strong resilience and focus
- Contract KPI knowledge and awareness
- Self-motivated
WFM Analyst employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land WFM Analyst
✨Tip Number 1
Familiarise yourself with the specific WFM tools mentioned in the job description, especially IEX. Having hands-on experience with these tools will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your Excel skills, particularly in data analysis and reporting. Being able to showcase your proficiency in Excel during discussions can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with omnichannel strategies and how they relate to workforce management. This knowledge will show that you understand the broader context of the role and can contribute effectively.
✨Tip Number 4
Practice your presentation and facilitation skills, as these are crucial for the role. Being able to communicate complex data clearly and effectively will impress stakeholders and demonstrate your leadership potential.
We think you need these skills to ace WFM Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in workforce management, resource planning, and any specific tools you've used. Emphasise your analytical skills and proficiency in Microsoft Office, particularly Excel.
Craft a Strong Cover Letter: In your cover letter, explain why you're interested in the WFM Analyst position and how your skills align with the job requirements. Mention your experience with forecasting, scheduling, and working with stakeholders.
Showcase Relevant Experience: When detailing your work history, focus on roles where you demonstrated your ability to analyse data, optimise resources, and support operational performance. Use specific examples to illustrate your achievements.
Highlight Soft Skills: The role requires strong communication and teamwork abilities. Be sure to mention instances where you've effectively collaborated with others or led initiatives that drove change within your team or organisation.
How to prepare for a job interview at Teleperformance Ltd
✨Showcase Your WFM Knowledge
Make sure to highlight your understanding of workforce management tools and practices during the interview. Be prepared to discuss your hands-on experience with specific software, especially IEX, and how you've used it to optimise resource planning and scheduling.
✨Demonstrate Analytical Skills
Since the role requires strong analytical capabilities, come ready to share examples of how you've used data to drive decisions in previous roles. Discuss any experience you have with MI analytics and how it has impacted your forecasting accuracy.
✨Prepare for Scenario Planning Questions
Expect questions about scenario planning and resource allocation. Think of specific instances where you've had to adjust plans based on changing priorities or unexpected challenges, and be ready to explain your thought process and outcomes.
✨Exhibit Strong Communication Skills
As the role involves presenting to stakeholders, practice articulating your ideas clearly and confidently. Prepare to discuss how you've effectively communicated complex information in the past, particularly in relation to financial outlooks and operational performance.
