At a Glance
- Tasks: Manage scheduling and real-time adherence to optimise productivity and meet service level agreements.
- Company: Dynamic company focused on workforce management and operational excellence.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and problem-solving.
- Why this job: Join a team where your analytical skills can drive real change in operations.
- Qualifications: 3+ years in workforce management with strong Excel and communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
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.
Planning Analyst employer: Teleperformance Ltd
As a Planning Analyst at our company, you will thrive in a dynamic work environment that values innovation and collaboration. We offer competitive benefits, a strong focus on employee development, and opportunities for growth within a supportive culture that encourages proactive problem-solving. Located in a vibrant area, our workplace fosters a sense of community and engagement, making it an excellent choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Planning Analyst
✨Tip Number 1
Get to know the company culture before your interview. Research their values and mission, and think about how your experience aligns with them. This will help you connect better during the conversation.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, so don’t just memorise answers—make them your own!
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows you're genuinely interested in the role and helps you assess if it's the right fit for you too.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a great way to reiterate your interest in the position and leave a positive impression. Plus, we love seeing that enthusiasm!
We think you need these skills to ace Planning Analyst
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing your application, make sure you fully understand the Planning Analyst role. Dive into the job description and highlight the key skills and experiences we’re looking for. Tailor your application to show how you fit the bill!
Show Off Your Experience:We want to see your relevant experience shine through! Use specific examples from your past roles that demonstrate your skills in scheduling, real-time adherence, and communication with stakeholders. The more concrete your examples, the better!
Keep It Clear and Concise:When it comes to your written application, clarity is key. Avoid jargon and keep your language straightforward. We appreciate a well-structured application that gets straight to the point without unnecessary fluff.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Teleperformance Ltd
✨Know Your Numbers
As a Planning Analyst, you'll be dealing with KPIs and metrics all the time. Brush up on your knowledge of key performance indicators related to scheduling and real-time adherence. Be ready to discuss how you've used data to make decisions in past roles.
✨Showcase Your Communication Skills
This role requires constant interaction with clients and stakeholders. Prepare examples that highlight your communication skills, especially in challenging situations. Think about times when you had to explain complex data or resolve conflicts effectively.
✨Demonstrate Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare scenarios where you identified challenges in scheduling or staffing and how you addressed them. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with WFM Tools
Since knowledge of WFM tools like Aspect and Verint is crucial, make sure you're comfortable discussing your experience with these systems. If you have advanced Excel skills, be prepared to showcase how you've used them in previous roles, especially with functions like LOOKUP and Pivot Tables.
