WFM Analyst - Real-Time Forecasting & Insights (Dublin)

Teleperformance; Dublin; On-site; EUR 36,000 - 37,000; Full time

Benefits offered by this job

Great Benefits

Job summary

Teleperformance in Dublin is seeking a Workforce Management Analyst to forecast, capacity plan, schedule, and deliver actionable insights to internal and client stakeholders. The role collaborates with Planning, RTA, MI, Operations, Recruitment, Training, Finance, and Site Leadership to ensure resourcing needs are met.

Responsibilities include data extraction and validation from WFM systems (IEX, Anaplan, Agent Connect, TPS), producing daily, weekly and monthly MI packs, and performing trend

Qualifications

• WFM tool experience: Minimum 2 years using WFM tools (IEX Preferred).
• Analytical skills: Strong Excel and Power BI capabilities; proactive and adaptable.
• Omnichannel experience: Experience supporting omnichannel environments.
• Technical proficiency: Strong analytical and technical skills.
• Microsoft Office: Proficient in Word, PowerPoint, Excel, Outlook.
• WFM software: Working knowledge of IEX and other WFM systems.

Responsibilities

• Forecasting, capacity planning and scheduling to align with client forecasts and financial outlook.
• Data extraction, validation and reporting from WFM systems (IEX, Anaplan, Agent Connect, TPS).
• Produce daily, weekly and monthly MI packs for Operations, WFM, Finance and Clients.
• Analyse forecast accuracy, occupancy and KPI trends to identify risks and opportunities.
• Model capacity and FTE requirements; support client reporting and governance.

Skills

WFM tool experience

Analytical skills

Omnichannel experience

Technical proficiency

Microsoft Office

WFM software

Tools

Anaplan

Tableau

IEX

Agent Connect

TPS

Job description

Teleperformance in Dublin is seeking a Workforce Management Analyst to forecast, capacity plan, schedule, and deliver actionable insights to internal and client stakeholders. The role collaborates with Planning, RTA, MI, Operations, Recruitment, Training, Finance, and Site Leadership to ensure resourcing needs are met.

Responsibilities include data extraction and validation from WFM systems (IEX, Anaplan, Agent Connect, TPS), producing daily, weekly and monthly MI packs, and performing trend