WFM Scheduling Analyst I | TP Rockwell

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

About the role

We have an exciting full-time opportunity for a WFM Scheduling Analyst to join our dynamic team at Teleperformance Rockwell. As a WFM Scheduling Analyst, you will play a crucial role in ensuring efficient staffing and scheduling within our fast-paced call center environment. This is a fantastic chance to leverage your analytical skills and scheduling expertise to support the overall operations of our business.

What you'll be doing

1. Develop and maintain efficient staffing schedules to meet customer service demands

2. Analyze historical data and forecast call volumes to optimize workforce planning

3. Collaborate with team leaders and managers to ensure schedules align with business needs

4. Monitor and adjust schedules in real-time to address changes in call volumes

5. Identify opportunities for process improvements and make recommendations to streamline scheduling

6. Provide reporting and data analysis to support workforce management decisions

7. Serve as a subject matter expert, training and mentoring junior scheduling analysts

What we're looking for

1. Minimum of 2 years of experience in a workforce management or scheduling analyst role, preferably in a call center or customer service environment

2. Strong analytical and problem-solving skills with the ability to interpret data and identify trends

3. Proficiency in using workforce management tools and software, such as Verint or Calabrio

4. Excellent communication and interpersonal skills to collaborate effectively with team members and stakeholders

5. Adaptability and quick-thinking to respond to changing business needs and priorities

6. Demonstrable experience in scheduling, forecasting, and capacity planning

7. A bachelor's degree in a relevant field, such as business, statistics, or computer science

What we offer

1. Competitive salary and performance-based incentives

2. Comprehensive health and wellness benefits, including medical, dental, and vision coverage

3. Opportunities for career advancement and professional development

4. Flexible work arrangements and a supportive work-life balance

5. A dynamic and collaborative work environment with a focus on employee engagement

About us

Teleperformance is a global leader in digital business services and transformation. We're passionate about creating exceptional customer experiences and driving business success for our clients. With a presence in 80 countries and over 300,000 employees worldwide, we're dedicated to empowering people, enriching communities, and engineering the future of work.