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: 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 business performance.
- Qualifications: 3 years in WFM roles, strong communication skills, and advanced Excel proficiency.
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 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
✨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
Show off your skills! When you get the chance to meet potential employers, whether at a job fair or an informal coffee chat, bring along examples of your work. This could be reports you've created or insights you've generated from your previous roles.
✨Tip Number 3
Be proactive! If you see a company you're keen on, don’t wait for them to post a job. Reach out directly and express your interest in working with them. You never know, they might have something perfect for you just around the corner.
✨Tip Number 4
Keep learning! Stay updated on the latest WFM tools and trends. Join webinars or online courses to boost your knowledge. This not only makes you more attractive to employers but also shows that you're committed to your professional growth.
We think you need these skills to ace WFM Planning Analyst I-Grade B1
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 contribute 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 makes you a perfect fit. Don’t forget to mention your problem-solving skills and experience in managing large teams.
Showcase Your Communication Skills:Since this role involves constant interaction with clients and stakeholders, make sure to demonstrate your excellent communication skills in your application. We love candidates who can convey complex information clearly and effectively!
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. Let’s get you on board!
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 about 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 the role involves constant interaction with clients and stakeholders, practice articulating your thoughts clearly. Prepare examples of how you've communicated challenges and solutions in previous positions, especially in a multi-skill environment.
✨Be Proactive and Solution-Oriented
Think of instances where you've identified problems during scheduling cycles and how you addressed them. Highlight your creative problem-solving skills and readiness to make decisions based on real-time situations, as this is crucial for the role.
