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 workforce management company.
- 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 team performance.
- Qualifications: 3+ years in WFM roles, strong communication skills, and advanced Excel knowledge.
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 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) in Highland 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 professional development opportunities and a supportive environment that encourages growth and creativity. Join us to make a meaningful impact while enjoying the unique advantages of working in a vibrant community.
StudySmarter Expert Advice🤫
We think this is how you could land WFM Planning Analyst I-Grade B1 (Alness) in Highland
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect 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 and scheduling. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your skills! Bring along examples of your work, like reports or schedules you've created, to demonstrate your expertise in real-time adherence and scheduling. This will set you apart from other candidates.
✨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 familiar names when we’re reviewing candidates!
We think you need these skills to ace WFM Planning Analyst I-Grade B1 (Alness) 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 in scheduling and real-time adherence, and don’t forget to mention any relevant tools you’ve used like Aspect or Verint.
Show Off Your Skills:In your application, showcase your advanced Excel skills and problem-solving abilities. Use specific examples from your past roles to demonstrate how you've managed staffing compliance and improved scheduling processes.
Be Clear and Concise:When writing your cover letter, keep it clear and concise. Address how your experience aligns with the responsibilities listed in the job description, and make sure to communicate your proactive approach to challenges.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you on our radar quickly!
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 scheduling issues or improve productivity. 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 how you've interacted with clients and stakeholders in the past, particularly in reporting site performance and addressing challenges.
✨Be Proactive with Solutions
Think of instances where you've identified challenges in scheduling and how you proposed solutions. Highlight your creative problem-solving skills and your ability to make decisions based on real-time situations, as this will resonate well with the interviewers.
