wfm analyst

<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>

WFM Analyst (Customer Service)

<div>
 
 
 Job Title:
 
 Mid-Level
 
 WFM Scheduling Analyst
 
 
 
 
 
 
 
 Position Overview:
 
 
 
 The WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes in a daily and weekly period, it's important to know
 
 
 Which employees are available to work, and which skills must they choose, the best work schedule, and the best workplace for each one. The main goal is to maximize the
 
 
 productivity of the company and the employees&rsquo; satisfaction.
 
 
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 <ul>
 <li>
 Automatic allocation of schedules to Operations Customer Ex in order to ensure operational service levels, to meet legal requirements and achieve resource optimization.
 </li>
 <li>
 Analyze requirements about how many employees are needed for each workplace.
 </li>
 <li>
 Discuss the working schedules of employees with managers.
 </li>
 <li>
 Provide help with the updating of databases with relevant information about employees.
 </li>
 <li>
 Create and validate working schedules, assuring support in solving schedule deviations; elaboration of permanent schedules; Customer Services Representatives selection for new projects training and for on-going projects.
 </li>
 <li>
 Schedule employees for training programs in case the company selects employees for a workplace that requires new skills and knowledge.
 </li>
 <li>
 Interact with other departments in order to improve or maximize the project(s) results.
 </li>
 <li>
 Be an active part of the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Required Qualifications:
 
 
 
 
 Education and specific Training:
 
 
 <ul>
 <li>
 Higher Education Degree.
 </li>
 <li>
 Fluency in English.
 </li>
 </ul>
 
 
 
 
 
 Work Experience:
 
 
 
 
 
 
 
 Two to five years
 
 on Contact Center&rsquo; and shared services for international markets and as a WFM Scheduler.
 
 
 
 
 
 
 Tools Required:
 
 
 
 Teleopti is one of the leading names in
 
 Workforce Management (WFM)
 
 software, which is a crucial tool for WFM Analysts and Scheduling teams.
 
 
 
 
 
 🗓️ For Scheduling
 
 
 The scheduling function uses Teleopti to build and manage the daily, weekly, and monthly work schedules for agents.
 
 
 
 
 
 
 
 
 
 Soft Skills &amp; Other Requirements:
 
 
 
 
 Technical Skills:
 
 
 <ul>
 <li>
 Working knowledge of Microsoft Office Suite (Highly skilled in MS Excel).
 </li>
 </ul>
 
 
 
 
 
 Competencies and specific skills:
 
 
 <ul>
 <li>
 Analytical ability.
 </li>
 <li>
 Flexibility.
 </li>
 <li>
 Planning C Organizing.
 </li>
 <li>
 Problem solving.
 </li>
 <li>
 Time management.
 </li>
 </ul>
 
 
 
 
 
 Decision Making Authority:
 
 
 
 
 Decisions Expected:
 
 
 
 
 
 <ul>
 <li>
 Report to the WFM Assistant Manager regarding any situation that may impact the Projects and the Organization.
 </li>
 </ul>
 
 
 Recommendations Expected:
 
 
 
 
 
 <ul>
 <li>
 Continuous organizational improvement.
 </li>
 <li>
 Produce fresh and imaginative ideas and solutions.
 </li>
 </ul>
</div>

WFM Scheduling 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 have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.
Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.
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 II

Workforce Management Specialist (Customer Service)

Etech Global Services

&middot; Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on AUX time reporting to Supervisors/Floor managers on the floor.&middot; Sends day-end reports to management team&middot; Monitors and report real time schedule &amp; Shrinkage adherence and reports non-compliance if any&middot; Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.&middot; Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.&middot; Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA's (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).&middot; Assigning schedules for all reps.&middot; Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.Identify OCR's/leaders on any violation of the code of conduct and non-adherence to the scheduleJob Type: Full-timePay: ₹25,000.00 - ₹35,000.00 per monthBenefits:<ul><li>Cell phone reimbursement</li><li>Commuter assistance</li><li>Leave encashment</li><li>Paid sick time</li><li>Paid time off</li><li>Provident Fund</li></ul>Work Location: In person

Real Time Analyst

Barclays

<div>Step into a role of Workforce Management Analyst, where you will take responsibility for client service and operational execution task. You must take responsibility for controlling risk and enhancing controls in connection to your job and areas of responsibility in accordance with rules and regulations.
You may be assessed on key critical skills relevant for success in role such as:<ul><li> 
Real-time performance &amp; service management: Deliver high-quality real-time analysis, KPI reporting, and insights to optimize call center performance, improve customer service, and support leadership decision-making.</li><li>
Operational coordination &amp; stakeholder management: Act as the central point of contact during business incidents, coordinating responses with BIM, IT, and relevant teams, and ensuring minimal impact on retained and non-retained functions.</li><li>
Workforce planning &amp; resource optimization: Manage WFM scheduling methodologies (e.g., Aspect scheduling, automatic agent assignment), align resources with forecasted demand, manage shrinkage, and ensure SLA adherence across intraday, daily, weekly, and monthly planning.</li></ul>
Desirable skills sets:<ul><li>
Any AML stream related experience, preferably CDD (Client Onboarding).
</li><li>Should have interacted with Front office and RM teams via Phone daily.</li><li>
Should be flexible for any shifts.</li><li>
Should have worked on all Risk types and individually able to classify a risk of both individual and entity client types.</li><li>
Proficiency in spoken and written English is a must.</li></ul>
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
This position is based out of Noida.

Purpose of the role
To optimise staffing levels, forecasts, scheduling and workforce allocation through data analysis to enhance the customer experience within the bank's operations.
Accountabilities<ul><li>
Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process.</li><li>
Collaboration with teams across the bank to align and integrate workforce management processes and governance.</li><li>
Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations.</li><li>
Identification of areas for improvement and providing recommendations for change in workforce management processes and provide feedback and coaching for colleagues on these highlighted areas.</li><li>
Identification of industry trends and developments to implement best practice in workforce management Services. .</li><li>
Participation in projects and initiatives to improve workforce management efficiency and effectiveness.</li><li>
Development and management of staffing schedules to optimise staffing levels to meet business needs.</li><li>
Management of the operational readiness plans, supporting the business with meeting desired customer outcomes.</li></ul>
Analyst Expectations<ul><li>
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.</li><li>
Requires in-depth technical knowledge and experience in their assigned area of expertise</li><li>
Thorough understanding of the underlying principles and concepts within the area of expertise</li><li>
They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.</li><li>
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L &ndash; Listen and be authentic, E &ndash; Energise and inspire, A &ndash; Align across the enterprise, D &ndash; Develop others.</li><li>
OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.</li><li>
Will have an impact on the work of related teams within the area.</li><li>
Partner with other functions and business areas.</li><li>
Takes responsibility for end results of a team&rsquo;s operational processing and activities.</li><li>
Escalate breaches of policies / procedure appropriately.</li><li>
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.</li><li>
Advise and influence decision making within own area of expertise.</li><li>
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.</li><li>
Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.</li><li>
Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.</li><li>
Make evaluative judgements based on the analysis of factual information, paying attention to detail.</li><li>
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.</li><li>
Guide and persuade team members and communicate complex / sensitive information.</li><li>
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.</li></ul>
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship &ndash; our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset &ndash; to Empower, Challenge and Drive &ndash; the operating manual for how we behave.</div>

Workforce Management Analyst

avianca AR

<div><div><div><div><h2 class="jobSectionHeader">Responsabilidades</h2>
</div><div>
Realizar las previsiones de actividad y los c&aacute;lculos de tr&aacute;fico por canal y servicio con la periodicidad y antelaci&oacute;n necesaria para asegurar el correcto dimensionamiento de los servicios y la incorporaci&oacute;n del personal necesario para atender la actividad.
Analizar y monitorizar las desviaciones de tr&aacute;fico y de recursos sobre previsiones, tanto internos como externos, identificando riesgos y proponiendo acciones correctivas.
Anticipar las demandas futuras de iniciativas relacionadas con el rendimiento y las personas y dise&ntilde;ar/implementar soluciones para satisfacer estas necesidades
Revisar y validar las propuestas de dimensionamiento (comprometidos) remitidos por los proveedores de contact center, analizando la adecuaci&oacute;n de los mismos a los nievles de actividad requerida y las hip&oacute;tesis de reductores utilizadas para los c&aacute;lculos, de forma que se asegure el correcto cumplimiento de SLAs.
Interlocuci&oacute;n con los responsables de Servicio y con los Proveedores de Servicio de Call Center.
Identificar &aacute;reas de mejora y necesidades operativas en los procesos de planificaci&oacute;n de actividad.
</div></div><div><div><h2 class="jobSectionHeader">
Reponsabilidad Gen&eacute;rica</h2>
</div><div><div>IN_GE0204_01 RESPONSABILIDADES ESPEC&Iacute;FICAS EN SISTEMAS DE GESTI&Oacute;N Y CUMPLIMIENTO</div></div></div><div><div><h2 class="jobSectionHeader">
Experiencia y Certificaciones</h2>
</div><div>
Estudios postgrado en Business Intelligence, Workforce management o similar (valorable)
<ul><li>Al menos 3 a&ntilde;os como analista o coordinador del &aacute;rea de WFM en compa&ntilde;&iacute;a similar.</li>
<li>Formaci&oacute;n en Work Force Management</li>
<li>Se valorar&aacute; positivamente la experiencia o conocimiento previo del sector de Aviaci&oacute;n.</li>
</ul></div></div><div><div><h2 class="jobSectionHeader">Educaci&oacute;n</h2>
</div><div><div>Profesional en Matem&aacute;ticas</div><div>
Especializaci&oacute;n en Estadistica</div></div></div><div><div><h2 class="jobSectionHeader">
Educaci&oacute;n (Otras especialidades)</h2>
</div></div><div></div><div><div><h2 class="jobSectionHeader">Competencias</h2>
</div><div><div>D_Estrategico y con visi&oacute;n</div><div>
M_Foco en resultados</div><div>
I_Estrategico y con visi&oacute;n</div><div>
I_L&iacute;der de si mismo y de otros</div><div>
D_Foco en resultados</div><div>
I_Cultura</div></div></div></div></div>
 &Aacute;rea de trabajo: Business Intelligence, Call Center, Technology, Customer Service

Coordinador de Planeacion y Prevision de la Demanda

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