Qureos Mentor

<div>
 
 
 Job Overview
 
 
 
 
 
 
 The role of a WFM Analyst is to support the workforce management function within an organization by
 
 
 analyzing data, forecasting workload, and optimizing resource allocation through to support the
 
 
 achievement of KPI and organizational objectives.
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 
 Data Analysis, Forecasting and Financial Analysis:
 
 <ul>
 <li>
 Tracking and analyzing historical data, trends, and patterns to forecast workload
 </li>
 </ul>
 
 
 
 
 Staffing and Scheduling:
 
 <ul>
 <li>
 Develop employee schedules based on forecasted workloads, service level targets, and
 </li>
 </ul>
 
 productivity requirements.
 
 <ul>
 <li>
 Consider factors such as call volumes, customer demand patterns, staffing constraints, and
 </li>
 </ul>
 
 employee availability to create efficient and effective schedules.
 
 
 
 
 
 Workforce Optimization:
 
 <ul>
 <li>
 Optimize workforce utilization by balancing staffing levels and skill sets to match workload
 </li>
 </ul>
 
 fluctuations
 
 <ul>
 <li>
 Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling
 </li>
 </ul>
 
 costs
 
 
 
 
 
 System Management and Maintenance:
 
 <ul>
 <li>
 Managing and maintaining workforce management systems and software tools.
 </li>
 <li>
 Updating employee records, configuring scheduling parameters, troubleshooting system issues,
 </li>
 </ul>
 
 and collaborating with IT teams for system enhancements.
 
 
 
 
 
 Analytical Support and Projects:
 
 <ul>
 <li>
 Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce
 </li>
 </ul>
 
 management.
 
 <ul>
 <li>
 Conducting research, providing insights, and participating in cross-functional teams to support
 </li>
 </ul>
 
 organizational objectives
 
 
 
 
 
 Communication and Collaboration:
 
 <ul>
 <li>
 Collaborating with various stakeholders to gather information, align objectives, and ensure
 </li>
 </ul>
 
 effective coordination in workforce management efforts.
 
 <ul>
 <li>
 Providing support and guidance to Operations Supervisors and employees regarding scheduling-
 </li>
 </ul>
 
 related matters
 
 
 
 
 
 Training and Knowledge Sharing:
 
 <ul>
 <li>
 Attend recurrent training published by the Client/Company on a regular basis.
 </li>
 <li>
 Sharing knowledge and providing support to enhance understanding and compliance with
 </li>
 </ul>
 
 workforce management policies and procedures
 
 
 
 
 
 Compliance and Policy Adherence:
 
 <ul>
 <li>
 Ensuring adherence to labor laws, regulations, and company policies internal and external
 </li>
 </ul>
 
 Standards.
 
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 
 
 Education and Specific Training
 
 
 
 
 <ul>
 <li>
 College Degree in Business Administration or another relevant field is preferred
 </li>
 <li>
 English B2 or C1
 </li>
 </ul>
 
 
 
 
 
 
 
 Work Experience
 
 
 
 
 <ul>
 <li>
 Previous call center or related experience is desirable
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 Technology
 
 <ul>
 <li>
 Usage of OS MS Windows / MS Office
 </li>
 <li>
 Ability to use the desktop computer system
 </li>
 <li>
 Ability to use Internet applications
 </li>
 <li>
 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Experience managing in Customer Experience Management operations (preference).
 </li>
 </ul>
 
 
 
 
 Soft Skills
 
 <ul>
 <li>
 Excellent written and verbal communication:
 </li>
 <li>
 Ability to communicate correctly and clearly Comprehension
 </li>
 <li>
 Ability to clearly understand a problem statement Good Problem Solving
 </li>
 <li>
 Strong Math skills
 </li>
 <li>
 Strong troubleshooting
 </li>
 <li>
 Leadership ability to approach problems logically
 </li>
 <li>
 Analytical
 </li>
 <li>
 Ability in Self-assessment
 </li>
 <li>
 Real-Time Management Reporting
 </li>
 <li>
 Knowledge of KPI&rsquo;s
 </li>
 </ul>
 
 
</div>

Workforce Management Analyst

<div>Join Teleperformance &ndash; Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives. May recommend operational improvements. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives. 
Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.
Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.
Be One of Our People: 
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation: 
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.</div>

WFM Scheduling Analyst

WFM Analyst (Customer Service)

<div>
 
 
 Job summary
 
 
 
 The role of a Workforce Management (WFM) Scheduler is to create and maintain employee schedules in alignment with business needs, customer demands, and workforce optimization goals.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 The responsibilities for the position include:
 
 
 Schedule Creation:
 
 
 &bull; Develop employee schedules based on forecasted workloads, service level targets, and productivity requirements
 
 
 &bull; Consider factors such as call volumes, customer demand patterns, staffing constraints, and employee availability to create efficient and effective schedules
 
 
 Workforce Optimization:
 
 
 &bull; Optimize workforce utilization by balancing staffing levels and skill sets to match workload fluctuations
 
 
 &bull; Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling costs
 
 
 Schedule Adherence:
 
 
 &bull; Monitor and manage employee adherence to assigned schedules
 
 
 &bull; Track attendance, breaks, lunch hours, and time-off requests to ensure compliance with the established schedules. and address any deviations
 
 
 System Management and Maintenance:
 
 
 &bull; Managing and maintaining workforce management systems and software tools
 
 
 &bull; Updating employee records, configuring scheduling parameters, troubleshooting system issues, and collaborating with IT teams for system enhancements
 
 
 Real-Time Monitoring:
 
 
 &bull; Continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability
 
 
 &bull; Make timely adjustments to schedules or resource allocation to maintain optimal service levels and address any imbalances or disruptions in operations
 
 
 Schedule Optimization:
 
 
 &bull; Collaborate with WFM Analyst in analyzing historical data, performance metrics, and workforce patterns to identify areas for schedule optimization
 
 
 &bull; Seek ways to improve efficiency, reduce costs, and enhance employee satisfaction while maintaining service levels. This involves adjusting shift patterns, implementing flexible scheduling options, or optimizing breaks and lunch periods
 
 
 Reporting and Analysis:
 
 
 &bull; Generate reports and provide insights as well as propose corrective actions on key workforce metrics, schedule adherence, and performance indicators
 
 
 &bull; Update internal / external reports (employee timekeeping, payroll, costs, revenues, etc.) and tools (internal movements, hiring, termination, etc.)
 
 
 Compliance and Policy Adherence:
 
 
 &bull; Ensuring adherence to labor laws, regulations, company policies, internal and external Standards (or a combination of the above, depending on each department&rsquo;s requirements)
 
 
 
 
 
 
 Job Requirements
 
 
 
 Education and Specific Training
 
 
 &bull; English B2 or above CEFR proficiency level
 
 
 &bull; Studies in fields (business management, human resources) involving WFM procedures and/or data analytics is preferred
 
 
 Work Experience
 
 
 &bull; Previous call center and 6 to 24 months experience in scheduling.
 
</div>

<div>Join Teleperformance &ndash; Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description
Be One of Our People: 
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation: 
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.</div>

Team lead|Domestic|27092025

Team Leader- Operations|Domestic|19082025

<div>Join Teleperformance &ndash; Where Excellence Meets Opportunity!
Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance?
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Utilize advanced support technologies and processes engineered to achieve outstanding results.
We cultivate lasting client relationships and make positive contributions to our local communities.
Become Part of an Exceptional Team!
Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description<div>
Software Development Engineering (High Tech) focus on developing multiple types/categories of software including end-user applications and operating systems/utility software, that provides a platform for running end user applications for sale to external customers. The work includes:
 
<ul><li>Conducting requirements gathering and analysis to understand the domain of the software problem and/or functionality, the interfaces between hardware and software, and the overall software characteristics
</li><li>Using programming, scripting, and/or database languages to write the software code
</li><li>Supporting software testing, deployment, maintenance, and evolution activities by correcting programming errors, responding to scope changes, and coding software enhancements
</li><li>Applying knowledge of software development best practices, including coding standards, code reviews, source control management, build processes, testing, and operations</li></ul>
Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.</div>
Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.
Be One of Our People: 
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer
Job Application Accommodation: 
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.</div>

Software Development Developer I

Join TP and explore 25   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

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ABOUT_COMPANY

Workforce Management Analyst

WFM Scheduling Analyst

WFM Analyst (Customer Service)

WFM Scheduling Analyst

Team lead|Domestic|27092025

Team Leader- Operations|Domestic|19082025

Software Development Developer I