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For Companies At a Glance
- Tasks: Join our Workforce Management team to forecast workloads and optimize resource planning.
- Company: Be part of a dynamic organization focused on delivering exceptional service to clients.
- Benefits: Enjoy remote work flexibility and opportunities for professional growth.
- Why this job: This role offers hands-on experience with WFM tools and the chance to impact business efficiency.
- Qualifications: 2 years of experience with WFM tools and strong Excel skills are required.
- Other info: Ideal for those who thrive under pressure and enjoy data analysis.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Job Title: WFM Analyst
Department: Workforce Management
Management Responsibility for: WFM, MI, and General Account and business Stakeholders
Travel Required: On-site travels may be required as per business needs.
Reports to: Resource Planning Manager
Location: UK Remote
Contract Type: Permanent
Salary: £25,000
Grade: Analyst
Job Summary / Overview
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 (may perform other duties as requested not specifically addressed in this document)
- 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. Verify and monitor 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 while delivering to client demands of resource planning KPI’s and SLA’s.
- 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
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WFM Analyst employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land WFM Analyst
✨Tip Number 1
Familiarize yourself with the specific Workforce Management tools mentioned in the job description, especially IEX. Having hands-on experience with these tools will give you a significant advantage during the interview process.
✨Tip Number 2
Brush up on your Excel skills, particularly advanced functions and data analysis techniques. Being able to demonstrate your proficiency in Excel 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. Be ready to provide examples of how you've optimized resources in previous roles.
✨Tip Number 4
Showcase your communication and presentation skills by preparing a mock presentation on a relevant topic. This will help you demonstrate your ability to engage stakeholders effectively during the interview.
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 scheduling. Emphasize any hands-on experience with WFM tools and your proficiency in Microsoft Office, especially Excel.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and how your skills align with the key responsibilities outlined in the job description. Mention specific examples of how you've successfully managed workloads and collaborated with teams in previous roles.
Showcase Analytical Skills: Since the role requires strong analytical skills, include examples in your application that demonstrate your ability to analyze data and produce forecasts. Highlight any experience you have with MI analytics and scenario planning.
Highlight Communication Abilities: Given the importance of communication in this role, make sure to mention your experience in presenting to stakeholders and your ability to influence and engage with team members. Provide examples of how you've effectively communicated complex information in the past.
How to prepare for a job interview at Teleperformance
✨Show Your WFM Expertise
Make sure to highlight your hands-on experience with Workforce Management tools during the interview. Be prepared to discuss specific projects where you successfully utilized these tools to optimize resource planning and scheduling.
✨Demonstrate Analytical Skills
Prepare examples that showcase your analytical and technical skills, especially in Excel. Discuss how you've used data analysis to improve operational performance or forecast accuracy in previous roles.
✨Communicate Effectively
Since exceptional communication skills are crucial for this role, practice articulating your thoughts clearly. Be ready to explain complex concepts in a simple way, especially when discussing your past experiences with stakeholders.
✨Be Ready for Scenario Planning
Expect questions about scenario planning and resource allocation. Prepare to discuss how you've handled unexpected changes in capacity and how you collaborated with teams to meet client demands while maintaining KPIs.
