Call Center Workforce Management Scheduling Analyst
About the position Responsibilities • Analyze the day-to-day scheduling based on client requirements to determine workforce needed to meet fluctuating call volumes and staffing demands. • Management of internal staffing files (i.e. TPS and TIP) to report historical performance data, future requirements, and trended metrics that impact projected staff. • Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency. • Implement and perform audits to ensure accuracy in all processes and deliverables. • Provides, creates, and implements reporting as needed. • Performs other related duties and assignments as required and as assigned by supervisor or manager. • Thrives as a team player in a fast-paced, high-energy, change-oriented environment. • Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately. • Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance. Requirements • Minimum 2 years call center experience and 6 months WFM experience. • Must demonstrate strong analytical, numerical, and problem solving skills. • Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization. • Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment. • Proficient in MS Office Suite (Excel, Outlook, Access) and WFM software utilized by assigned projects (Blue Pumpkin, IEX, Aspect, etc.). • Knowledge of contact center dynamics and company operations within an ACD environment. • Flexible schedule and impeccable attendance record. • Minimum of 90 Day tenure with Teleperformance. Nice-to-haves • Process Excellence • Collaboration • Communication • Emotional Intelligence • Open-Mindedness • Critical Thinking • Solution Orientation • Entrepreneurship • AI Proficiency • Data Literacy Benefits • Paid Training • Competitive Wages • Full Benefits (Medical, Dental, Vision, 401k and more) • Paid Time Off • Employee wellness and engagement programs Apply tot his job