WFM Scheduling Analyst

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’ 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 employees with managers.
• Provide help with the updating of databases with relevant information about employees.
• 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.
• 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 of 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.
• Fluency in English.

Work Experience:

Two to five years on Contact Center’ 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 & 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 the Projects and the Organization.

Recommendations Expected:

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