At a Glance
- Tasks: Manage scheduling and real-time adherence to optimise productivity and meet service level agreements.
- Company: Join a dynamic team in a leading global organisation focused on workforce management.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and continuous improvement.
- Why this job: Be at the forefront of operational efficiency and make a tangible impact on business performance.
- Qualifications: 3+ years in WFM roles, strong Excel skills, and excellent communication abilities.
The predicted salary is between 30000 - 40000 £ per year.
Responsibilities to include but not be limited to the following:
- Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders.
- Enforce real time adherence in all Work Types and Markets within the scope of operation.
- Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs.
- Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages.
- Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion.
- Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws.
- Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment.
- Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks.
- Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level.
Recommended Qualifications:
- 3+ years of tenure in WFM intraday and scheduling positions.
- Proven experience in operating and directly handling a scope of more than 500 FTEs.
- Proven experience in scheduling distribution/bidding of more than 2000 FTEs.
- Creative and problem solving oriented.
- Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.).
- Excellent communication skills.
- Proactive and able to take decisions based on real time situations.
- Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable.
- Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros).
- Studies in Engineering, Business Administration, or related fields.
- Experience working with internal/external stakeholders in multiple geographic regions.
Locations
WFM Planning Analyst I-Grade B1 (Alness) employer: Teleperformance Ltd
As a WFM Planning Analyst at our Alness location, you will thrive in a dynamic work culture that prioritises collaboration and innovation. We offer competitive benefits, including opportunities for professional development and growth, ensuring that you can advance your career while contributing to our mission of operational excellence. Join us to be part of a supportive team that values your input and fosters a positive environment for meaningful work.
StudySmarter Expert Advice🤫
We think this is how you could land WFM Planning Analyst I-Grade B1 (Alness)
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to WFM planning. Think about how you’d handle real-time adherence issues or scheduling challenges, and be ready to share your problem-solving skills.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience with WFM tools and scheduling matrices. This can really set you apart and give potential employers a clear view of what you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace WFM Planning Analyst I-Grade B1 (Alness)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the WFM Planning Analyst role. Highlight your experience in scheduling and real-time adherence, and don’t forget to mention any specific tools you’ve used like Aspect or Verint. We want to see how your skills match what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit. Be sure to mention your problem-solving skills and any relevant experience with large teams, as these are key for us.
Show Off Your Excel Skills:Since advanced Excel skills are a must-have for this position, make sure to highlight your proficiency in functions like LOOKUP, INDEX, and Pivot Tables. If you’ve created any macros or complex spreadsheets, mention those too – we love to see practical examples!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to upload your tailored CV and cover letter directly. Plus, it helps us keep track of your application better!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your WFM Tools
Make sure you brush up on your knowledge of WFM tools like Aspect, Verint, and IEX. Be ready to discuss how you've used these tools in past roles, especially in managing real-time adherence and scheduling for large teams.
✨Showcase Your Analytical Skills
Prepare to demonstrate your advanced Excel skills. Think of specific examples where you've used LOOKUP, INDEX, or Pivot Tables to solve problems or improve processes. This will show that you can handle the data-driven aspects of the role.
✨Communicate Effectively
Since excellent communication is key, practice articulating your thoughts clearly. Be prepared to explain complex scheduling concepts in simple terms, as you'll need to interact with various stakeholders regularly.
✨Problem-Solving Mindset
Think of scenarios where you've had to creatively solve scheduling issues or manage staffing challenges. Be ready to share these experiences, highlighting your proactive approach and decision-making skills in real-time situations.
