Resource Planning Coordinator

2 months ago

Bristol, Bristol, United Kingdom Teleperformance Full time

About the Role

We are seeking a highly skilled Workforce Management Specialist to join our team at Teleperformance. As a key member of our workforce management team, you will play a critical role in planning, forecasting, and scheduling workloads to ensure optimal efficiency and productivity.

Key Responsibilities

  • Develop and maintain in-depth knowledge of resource planning, scheduling, and workforce management tools to drive business efficiency and productivity.
  • Collaborate with cross-functional teams, including RTA and MI, to support account requirements and deliverables.
  • Monitor and analyze historical and real-time performance data to produce short-term and mid-term forecasts of FTE projections and client forecast.
  • Optimize resource allocation and planning to drive financial efficiencies and meet client demands.
  • Develop and maintain functional templates to ensure accuracy and timeliness of reporting requirements.
  • Utilize data from various workforce management tools and client MI to provide in-depth analysis of workload and improve operational performance.
  • Prepare and present weekly business reviews with stakeholders to drive business outcomes and improve process efficiency.

Requirements

  • 2+ years of experience in workforce management, preferably with a Workforce Management tool.
  • Intermediate to expert skills in Excel.
  • Experience with Omnichannel and working with outsourcers.
  • Proficient use of Microsoft Office tools, including MS Word, PowerPoint, Excel, Outlook, and others.
  • Working knowledge of workforce planning software, specifically IEX.

Competencies and Skills

  • Customer-focused and communicative with strong analytical and technical skills.
  • Proficient in Microsoft Office tools and workforce planning software.
  • Strong problem-solving and analytical skills with ability to work under pressure.
  • Excellent communication and presentation skills with ability to drive business outcomes.

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