Workforce Management (WFM) Analyst II

ABOUT THE COMPANY

At Teleperformance, we provide industry-leading customer experiences and digitally powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless, and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
We are customer experience management experts.

JOB SUMMARY

The WFM Analyst II supports day-to-day workforce management activities to ensure optimal staffing, coverage, and service levels across assigned business units. This role focuses on schedule management, intraday monitoring, basic forecasting, real-time adjustments, and reporting. The WFM Analyst II collaborates closely with Operations, QA, Training, and HR teams to improve efficiency and ensure a smooth workflow.

RESPONSIBILITIES

• Assist in creating and managing staff schedules based on forecasted workloads. • Publish schedules, manage shift bids, and update PTO/leave requests. • Ensure accurate reflection of schedules in WFM tools. • Monitor real-time adherence (RTA), queue performance, and workload volume. • Flag operational risks and deviations to WFM Specialist II or Supervisor. • Consolidate operational data for daily/weekly performance dashboards. • Verify data accuracy and escalate discrepancies for correction. • Maintain data integrity in WFM tools. • Support basic troubleshooting and escalate system issues as needed. • Provide schedule or coverage updates to Operations and Team Leads. • Communicate intraday changes (reroutes, queue priorities, staffing adjustments). • Work with Training, QA, HR, and Ops on upcoming events impacting capacity. • Maintain up-to-date documentation for scheduling processes, intraday workflows, and reporting standards. • Help identify improvement opportunities for WFM processes.RequirementsEducational Qualifications and Professional Qualifications • Degree in Business, Mathematics, Statistics, Operations, or related field preferred. • Workforce Management or analytics-related training is an advantage.  Total Experience & Relevant Experience • Minimum 2 - 3 years’ experience in WFM, operations support, or in the BPO sector. • Exposure to WFM systems.  Minimum Functional Skills / Competencies Required • Analytical thinking. • Time management and prioritization. • Accuracy and attention to detail. • Communication and coordination skills. • Problem-solving. • Process adherence and discipline. • Willingness to learn WFM tools and methodologiesWe thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.

REQUIRED SKILLS

Forecasting, Service Level Agreement (SLA), Customer support, CRM systems, Scheduling, Reporting, Data analysis

REQUIRED EDUCATION

Diploma, Associate's degree