At a Glance
- Tasks: Manage scheduling and real-time analysis to optimise productivity and meet service level agreements.
- Company: Join a dynamic team in a leading global organisation focused on operational excellence.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Fast-paced environment with plenty of room for career advancement.
- Why this job: Be at the forefront of operational strategy and make a tangible impact on performance.
- Qualifications: Analytical skills and experience in scheduling or workforce management preferred.
The predicted salary is between 30000 - 40000 £ per year.
Scheduling/Real Time Analyst Responsibilities include but are not 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 it as necessary.
WFM Planning Analyst I-Grade B1 in Highland employer: Teleperformance Ltd
As a WFM Planning Analyst at our company, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. We offer comprehensive training programmes, competitive benefits, and a culture that values collaboration and innovation, all set in a vibrant location that fosters both professional and personal fulfilment.
StudySmarter Expert Advice🤫
We think this is how you could land WFM Planning Analyst I-Grade B1 in Highland
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that WFM Planning Analyst role.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of scheduling guidelines and real-time adherence. We suggest practising common interview questions related to KPIs and staffing compliance so you can impress the hiring managers.
✨Tip Number 3
Showcase your analytical skills! When discussing your experience, highlight how you've monitored contact volumes and optimised schedules in previous roles. We want to see how you can bring that expertise 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. 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 in Highland
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the WFM Planning Analyst role. Highlight your experience with scheduling, real-time adherence, and any relevant KPIs. 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 you can contribute to our team. Keep it concise but impactful – we love a good story!
Showcase Relevant Experience:When filling out your application, be sure to showcase any previous experience related to scheduling and monitoring performance metrics. We’re keen on seeing how you've handled similar responsibilities in the past.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your Scheduling Guidelines
Make sure you’re familiar with global intraday and scheduling guidelines. Brush up on how these apply to the role of a WFM Planning Analyst, as you'll need to communicate these effectively during your interview.
✨Understand Real-Time Adherence
Be prepared to discuss real-time adherence and its importance in various work types and markets. Think of examples where you've monitored performance metrics or handled real-time events that impacted productivity.
✨Familiarise Yourself with KPIs
Get to grips with key performance indicators related to scheduling functions, such as adherence and shrinkage components. Being able to talk about how you’ve used these metrics in past roles will show your analytical skills.
✨Showcase Your Communication Skills
Since constant interaction with clients is part of the job, be ready to demonstrate your communication skills. Prepare examples of how you’ve reported site performance or collaborated with stakeholders to solve issues.
