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 they have to 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’ satisfaction.

Key Responsibilities

• Automatic allocation of schedules to Operations Customer Ex in order to ensure operational service levels, to meet legal requirements and achieve resource optimization.
• Analyze requirements about how many employees are needed for each workplace.
• Discuss the working schedules of the employees with managers.
• Provide help with the updating of databases with relevant information about employees.
• Create and validate working schedules, assuring support in solving schedules deviations; elaboration of permanent schedules; Customer Services Representatives selection for new projects training and for on-going projects.
• Schedule employees for training programs in case the company selects employees for a workplace that requires new skills and knowledge.
• Interact with other departments in order to improve 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).
• Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately

Required Qualifications

Education and specific Training

• Higher Education Degree – preferential.
• Fluency in English. Work Experience
• Up to two years on Contact Center’s and shared services for international markets and/or related industries.

Soft Skills Other Requirements

Technical Skills:

• Working knowledge of Microsoft Office Suite (Highly skilled in MS Excel). Competencies and specific skills:
• Analytical ability.
• Flexibility.
• Planning C Organizing.
• Problem solving.
• Time management.

Decision Making Authority

Decisions Expected:

• Report to the WFM Assistant Manager regarding any situation that may impact on the Projects and the Organization.

Recommendations Expected:

• Continuous organizational improvement.
• Produce fresh and imaginative ideas and solutions.