WFM Scheduling Analyst I — Flexible Hours & Growth

Teleperformance; Pasig; On-site; PHP 500,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Career advancement opportunities

Flexible work arrangements

Job summary

Teleperformance Rockwell is seeking a WFM Scheduling Analyst to ensure efficient staffing and scheduling in a fast-paced call center. You will develop schedules, forecast volumes, and provide data-driven insights to optimize operations.

You will train junior analysts and collaborate with leaders to align plans with business needs, while monitoring real-time changes and identifying process improvements.

Qualifications

• Minimum of 2 years in workforce management or scheduling in a call center or customer service.
• Strong analytical and data interpretation to identify trends.
• Proficiency with Verint or Calabrio workforce management tools.
• Excellent communication and interpersonal skills.
• Adaptability to changing business needs and priorities.
• Experience in scheduling, forecasting and capacity planning.
• Bachelor's degree in business, statistics, or computer science.

Responsibilities

• Develop and maintain efficient staffing schedules to meet customer service demands.
• Analyze historical data and forecast call volumes to optimize workforce planning.
• Collaborate with team leaders and managers to align schedules with business needs.
• Monitor and adjust schedules in real-time to address changes in call volumes.
• Identify opportunities for process improvements and streamline scheduling.
• Provide reporting and data analysis to support workforce management decisions.
• Serve as a subject matter expert, training and mentoring junior scheduling analysts.

Skills

Workforce management

Scheduling

Forecasting

Capacity planning

Analytical skills

Verint

Calabrio

Communication

Adaptability

Education

Bachelor's degree in Business/Statistics/CS

Job description

Teleperformance Rockwell is seeking a WFM Scheduling Analyst to ensure efficient staffing and scheduling in a fast-paced call center. You will develop schedules, forecast volumes, and provide data-driven insights to optimize operations.

You will train junior analysts and collaborate with leaders to align plans with business needs, while monitoring real-time changes and identifying process improvements.