WFM Analyst

Teleperformance is a global digital business services company that delivers advanced, digitally powered services to streamline business operations for top brands. With a global scale and local presence, Teleperformance aims to support communities, clients, and the environment in meaningful and sustainable ways.

Position Overview

The WFM Analyst should guarantee the optimization, automation, and innovation of the processes as well as the standardization of them.

Department :

Project Workforce Management

Reports to:

WFM Assistant Manager

Job summary/overview :

The WFM Analyst L2 should guarantee the optimization, automation and innovation of the processes as well as the standardization of them.

Key responsibilities and accountabilities (may perform other duties as requested not specifically addressed in this document):

• Analyze historical data to provide insights and recommendations for improving workforce efficiency.
• Collaborate with operations, HR, and IT teams to implement WFM tools and strategies. Identify and implement process improvements in workforce planning and resource utilization.
• Provide training and support to teams on WFM systems and best practices. Stay updated on industry trends, new WFM technologies, and best practices.
• Driving continuous improvement in workforce planning processes.
• Be a true team member in Teleperformance – focused in the success of the company and the well-being of the team; Interaction with other departments in order to improve and or maximize the project(s) results; Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company(producing fresh and imaginative ideas and solutions);
• Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GISP - Global Information Security Policies, ISS - Information Security Standard; CSR - Corporate Social Responsibility policies, Health & Safety, among others.
• Communicate any known infractions of these Corporate Policies and procedures to the Teleperformance Management immediately; May perform other duties as requested not specifically addressed in this document).

Main Job Requirements Education and specific Training :

• Higher Education Degree (preferential).
• Fluency in English (minimum B2)
• Work Experience: 2-5 years of Experience in project management and implementation. Proficient in Excel, Word, and Outlook. Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
• Special Certifications (if appropriate; identify if required to perform the job or just preferred).