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 opportunities to work across multiple regions and teams.
- Why this job: Make a real impact by ensuring efficient operations and enhancing team performance.
- Qualifications: 3+ years in WFM roles, strong communication skills, and advanced Excel knowledge required.
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 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 in London 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 competitive benefits, a collaborative culture, and opportunities to engage with diverse teams across multiple regions, ensuring that your contributions directly impact our operational success. Join us to be part of a forward-thinking organisation that values innovation and excellence in workforce management.
StudySmarter Expert Advice🤫
We think this is how you could land WFM Planning Analyst I-Grade B1 in London
✨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 related to WFM and scheduling. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in WFM and scheduling. This can be a great conversation starter during interviews and helps you stand out from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to reach out directly.
We think you need these skills to ace WFM Planning Analyst I-Grade B1 in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the WFM Planning Analyst role. Highlight your experience with scheduling, real-time adherence, and any relevant tools like Aspect or Verint. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our needs. Don’t forget to mention your problem-solving skills and experience in managing large teams – we love that!
Show Off Your Communication Skills:Since this role involves constant interaction with clients and stakeholders, make sure your application showcases your excellent communication skills. Whether it's through your CV or cover letter, let us know how you effectively convey information and collaborate with others.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
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 showcase your ability to interact effectively with clients and team members.
✨Be Proactive with Solutions
During the interview, be prepared to discuss specific challenges you've faced in previous roles and the solutions you implemented. Highlight your proactive approach to identifying areas for improvement in scheduling and staffing compliance. This will demonstrate your creative problem-solving orientation and readiness to tackle real-time challenges.
