WFM Planning Analyst | Spanish Speaker

About the Company

Teleperforman ce is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

Academic Background

Academic qualifications in the field of sciences (e.g., Mathematics, Statistics, Computer Science, or similar) are valued.

Language Required

• High proficiency English (C1 level or higher)
• Spanish ( B2 or higher)

Additional

• Advanced computer skills, especially in Excel and Access, with the ability to create calculation tools, linked tables, pivot tables, dynamic databases, macros, etc.
• Data analysis and numerical interpretation.

Competency Profile

• Analytical and numerical skills.
• Promotion of innovation.
• Challenging the status quo.
• Commitment to continuous process improvement.
• Performance management.
• Respect for and support of diversity.

Previous Experience

Minimum of 3 years in the contact center sector; minimum at least 1 year in similar positions (planning). Other related roles (statistician, mathematician, IT specialist, etc.) performing similar functions could be valuated.

Skills

• Strong capacity for data and information analysis and processing.
• Communication and teamwork skills.
• Empathy to achieve the best results through people.
• Methodical and organized.
• Adaptability and flexibility.
• Creativity in seeking innovative solutions and a critical mindset.

Knowledge

• Experience with WFM tools (Teleopti, NICE-IEX, TMSQ); experience with other similar tools is valued.
• Expert level in Excel (including pivot tables and macros) and advanced proficiency in Office (PowerPoint, Word, etc.).
• Experience with Power BI and other scheduling/planning tools is valued.
• Knowledge of telephony systems (Avaya, Altitude, Genesys) and contact management (CTI) is valued.
• Experience with data analysis and reporting tools, especially Power BI, is valued.

Functions

• Use and/or develop IT/office tools for managing schedules, vacations, compensatory time, etc.
• Set up scheduling in the WFM system, assign shifts, and plan activities to maximize SLA compliance and productivity.
• Establish breaks, permissions, holidays, and vacations.
• Manage and control requests for vacations, compensatory time, shift changes, extension/reduction of working hours, etc.
• Request the hiring of new agents, extension/reduction of working hours, or contract terminations from the Service Manager to align resources with established needs.
• Develop forecasting models based on historical data and client inputs, both for contact volume and other variables such as AHT, arrival patterns, seasonality, etc. Perform reforecasting for the medium and long term.
• Define agent requirements according to committed service levels, by conducting various forecasting and planning scenarios to enable analysis and improvement proposals. Create a three-month capacity plan.
• Prepare reports and dashboards on productivity and performance, and conduct post-mortem analyses based on deviations between planned and actual outcomes to improve future planning.
• Attend and participate in training programs established by the company for ongoing development and upskilling.
• Achieve the ratios/objectives established for the service.
• Ensure that the processing of personal data, client data, and company data is carried out in accordance with data protection laws and the obligations set forth in the employment contract, NDA, IT policies, and other guidance provided by the employer.
• Protect all business information, client personal data, and employer information, maintaining confidentiality of all information accessed during the performance of duties, even after the termination of the employment relationship.
• Immediately inform the direct supervisor of any potential threats or incidents that may affect the normal workflow and data processing.
• Comply with all policies and guidelines regarding the proper use of information systems, information, and other available resources.
• Participate in training activities organized by the employer, including those related to data protection and processing.