Realtime WFM Analyst - Onsite Scheduling & Forecasting

TP; Warren (MI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision

Paid Time Off

Employee wellness program

Job summary

Teleperformance in Warren, MI is seeking a Workforce Management Analyst to optimize staffing, forecasting and scheduling for a 24x7 contact center environment. The role requires analyzing transaction volumes, AHT, and adherence, while driving improvements across multiple centers.

You will work with cross-functional teams to implement changes, monitor KPIs, and communicate with supplier partners to ensure schedule adherence. This is an in-office role with a focus on data-driven decision making.

Qualifications

• Bachelor’s degree or equivalent workforce management experience.
• 2+ years in real-time adherence, forecasting and analysis of contact centers.
• Familiar with WFM tools and contact center tech like NICE IEX.

Responsibilities

• Develop and implement workforce management strategies to optimize staffing and forecasting.
• Maintain records of performance across multiple contact centers and units.
• Monitor KPIs to identify trends and improvements.
• Analyze inbound/outbound volumes, AHT, staffing and report forecast vs actual.
• Manage real-time schedule adherence and off-phone time allocations.
• Communicate IT issues and coordinate skill changes with suppliers.

Skills

Real-time adherence

Forecasting

WFM analytics

KPI tracking

Communication

Education

Bachelor's degree or equivalent

Tools

NICE IEX WFM

ACD/IVR

Job description

Teleperformance in Warren, MI is seeking a Workforce Management Analyst to optimize staffing, forecasting and scheduling for a 24x7 contact center environment. The role requires analyzing transaction volumes, AHT, and adherence, while driving improvements across multiple centers.

You will work with cross-functional teams to implement changes, monitor KPIs, and communicate with supplier partners to ensure schedule adherence. This is an in-office role with a focus on data-driven decision making.