WFM Analyst

Teleperformance Ltd; Scotland; Remote; GBP 25,000

Job description

Job Title: WFM Analyst

Department: Workforce Management

Management Responsibility for: WFM, MI, and General Account and business Stakeholders

Travel Required: (On-site travels may be required as per business needs).

Reports to: Resource Planning Manager

Location: UK Remote

Contract Type: Permanent

Salary: GBP25,000

Grade: Analyst

Job Summary / Overview

As a valued member of the Workforce Management team, you will have a key role in the planning, short, mid, and long-term forecasting of workloads, scheduling, supporting MI analytics, and working closely with the wider WFM team members in the organization to deliver to account and stakeholder requirements.

Key Responsibilities and Accountabilities

• Thorough, in-depth knowledge in resource planning, scheduling (hands-on experience in WFM tools preferred), and able to demonstrate effective coordination with RTA and MI team members to support account requirements and deliverables.

• Maintain HC reports, track trends, and maintain relevant MI. Verifies and monitors historical and real-time performances to produce short-term/midterm outlook of FTE projections to client forecast and financial outlook, and deliver to the optimum forecasting accuracy.

• Optimize resources and plans to drive financial efficiencies in the business.

• Maintain coordination and engagement with RTA & MIS team members to adjust for exceptional short-term capacity changes, and participate in reviews on real-time trending and deviations against plans.

• Perform scenario planning with the aim to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, etc., for the workforce, yet delivering to client demands of resource planning KPIs and SLAs.

• Display advanced facilitation and presentation skills.

• Support stakeholders in the development and review of plans, costs, and resource allocation weekly, and for the required financial outlook.

• Create and maintain the functional templates (activity) to ensure accuracy and timeliness of repetitive or ad-hoc reporting requirements, and prepare and present on Weekly Business Review with stakeholders if required.

• Utilize data from various workforce management tools, Client and Internal MI to provide in-depth analysis of workload from time to time to improve operational performances.

• Ability to competently use all Microsoft programs, work effectively under pressure, meet deadlines, and adjust to changing priorities.

• Prepare and present on Weekly Business Review with Internal and Client stakeholders, and possess exceptional communication skills and leadership to drive change in process and behavior.

Main Job Requirements

• Skills in using a Workforce Management tool (2 years)
• Intermediate to Expert Skills in Excel
• Experience with Omnichannel
• Experience in working with Outsourcers

Required Skills

• Analytical and Technical Skills
• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook, and others
• Working knowledge of workforce planning software, specifically IEX.

Competencies and Specific Skills

• Customer focused
• Communicative and influential
• Personally effective
• Team Player
• Knowledge of WFM systems and practices
• Creative and flexible
• Organized
• Commercially aware
• Lives and breathes the company values
• Able to confidently challenge at a senior level
• Strong resilience and focus
• Contract KPI knowledge and awareness
• Self-motivated