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: Enjoy competitive pay, 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 workforce management with strong analytical and communication skills.
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.
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 work environment.
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, especially those who work in WFM or scheduling roles. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Get your skills sharp! Brush up on your Excel skills and WFM tools like Aspect or Verint. We all know how important these are for the role, so showing off your expertise can really set you apart during interviews.
✨Tip Number 3
Prepare for the interview by understanding the company’s KPIs and challenges. Be ready to discuss how you can help improve real-time adherence and scheduling processes. We want to see your problem-solving skills in action!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
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 speaks directly to the job description. Highlight your experience in WFM and scheduling, especially if you've managed large teams or complex operations. We want to see how your skills match what we're looking for!
Show Off Your Skills:Don’t just list your qualifications; demonstrate them! Use specific examples of how you've used tools like Aspect or Excel in your previous roles. We love seeing real-life applications of your skills!
Be Clear and Concise:When writing your application, keep it straightforward. Use bullet points where possible and avoid jargon unless it's relevant. We appreciate clarity and want to quickly understand your fit for the role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy!
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. This will show that you're not just familiar with the software but can also leverage it effectively.
✨Showcase Your Analytical Skills
Prepare to demonstrate your advanced Excel skills during the interview. Bring examples of how you've used functions like LOOKUP, INDEX, and Pivot Tables to solve scheduling issues or improve productivity. This will highlight your analytical mindset and problem-solving abilities.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. Think about how you would explain complex scheduling concepts to stakeholders who may not be familiar with WFM jargon. This will help you stand out as a proactive communicator.
✨Be Ready with Real-Time Scenarios
Prepare for situational questions where you might need to address real-time challenges like shrinkage or understaffing. Think of specific examples from your experience where you successfully navigated these issues and what solutions you implemented. This will demonstrate your hands-on experience and creative problem-solving skills.
