WFM Scheduling Analyst II

TGBPL TP India - IBU; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Teleperformance seeks an analytics professional to analyze contact center trends, including call volume, patterns, staff productivity, attrition, and resource allocation, to drive data-driven staffing decisions.

You will forecast call arrivals, plan scheduling, and recommend operational improvements, while guiding junior staff and taking ownership of end products to achieve business unit goals and maintain professional excellence.

Qualifications

• Experience in contact center analytics or similar operational analysis.
• Strong ability to forecast call patterns and plan staffing.
• Proven track record of improving operational efficiency.

Responsibilities

• Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
• Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives.
• Makes recommendations for operational improvements.
• Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
• Generates and initiates own workload and does not require instructions or guidelines.
• May supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.
• Improves day-to-day activities/processes to enhance operational efficiency.
• Manages and oversees the implementation of short-term activities within the team.
• Makes operational decisions within a defined scope.
• Delivers professional responsibilities focusing on professional excellence.
• Manages a team of individual contributor co-workers.

Skills

Data analysis

Forecasting

Staff planning

Process improvement

Team leadership

Reporting

Job description

Job Description

• Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
• Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives.
• Makes recommendations for operational improvements.
• Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
• Generates and initiates own workload and does not require instructions or guidelines.
• May supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.
• Improves day-to-day activities/processes to enhance operational efficiency.
• Manages and oversees the implementation of short-term activities within the team.
• Makes operational decisions within a defined scope.
• Delivers professional responsibilities focusing on professional excellence.
• Manages a team of individual contributor co-workers.

Teleperformance is an Equal Opportunity Employer.