WFM Scheduling Analyst II

Join Teleperformance – Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

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We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

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Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

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. May recommend operational improvements. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.

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Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.