WFM Real-Time Analyst

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Teleperformance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

🤝 B2B

🎯 Recruiter

B2B • Business Services • Recruitment

Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.

📋 Description

• Create and maintain duty rosters and schedules based on interval-based forecasts, taking into account the requirements of customers, management and employees. • Monitor variances between available and required staff per interval and develop appropriate adjustment measures. • Analyze data and produce statistics, charts and reports. • Continuously expand knowledge of tasks and the tools used. • Serve as a point of contact for employees on all relevant WFM topics. • Collaborate closely with regional and local WFM teams and assume operational responsibilities during absences. • Manage staffing levels and available resources in line with forecasted targets. • Optimize the handled volume across all channels to meet forecasts within defined KPIs and ensure optimal skill allocation.

🎯 Requirements

• Preferably a commercial/business education or professional experience in service or contact centers. • Excellent MS Office skills, particularly Excel (pivot tables, formulas, functions, charts, etc.). • Ideally experience in workforce scheduling/rostering and/or real-time management. • Experience with planning software (e.g., TSQ, Aspect, or comparable systems) is an advantage. • Strong numerical aptitude and analytical thinking. • Very good English and German skills, both written and spoken, are required. • Ability to analyze critical situations in operational planning and propose suitable solutions. • Ability to interpret complex contractual provisions related to scheduling and real-time management. • Strong communication and interpersonal skills. • High resilience and flexibility. • Team-oriented working style. • Analytical, structured and results-oriented work approach with a high degree of initiative. • High accuracy and strong attention to detail.

🏖️ Benefits

• Health and safety programs • Company pension plan • Paid vacation • Flexible working arrangements • Professional development