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Resource Planning Analyst

2 months ago

Bristol, Bristol, United Kingdom Teleperformance Full time

Position Overview

As an integral member of the Workforce Management team at Teleperformance, you will play a pivotal role in the strategic planning and forecasting of workloads across various timeframes. Your expertise will contribute to effective scheduling, support MI Analytics, and foster collaboration with the broader WFM team to meet account and stakeholder expectations.

Key Responsibilities

  • Possess comprehensive knowledge in resource planning and scheduling, with a preference for experience in WFM tools, and demonstrate effective coordination with RTA and MI team members to fulfill account requirements and deliverables.
  • Maintain headcount reports, analyze trends, and manage relevant MI. Verify and monitor historical and real-time performances to generate short-term and mid-term forecasts of FTE projections aligned with client forecasts and financial outlooks, ensuring optimal forecasting accuracy.
  • Optimize resource allocation and planning to enhance financial efficiencies within the organization.
  • Collaborate with RTA & MIS team members to adapt to exceptional short-term capacity changes, and engage in reviews of real-time trends and deviations from established plans.
  • Conduct scenario planning to effectively utilize and allocate resources, working closely with Operations to balance shifts and rotations while meeting client demands for resource planning KPIs and SLAs.
  • Exhibit advanced facilitation and presentation skills, supporting stakeholders in the development and review of plans, costs, and resource allocation on a weekly basis, as well as for the necessary financial outlook.
  • Create and maintain functional templates to ensure the accuracy and timeliness of repetitive or ad-hoc reporting requirements, and prepare for Weekly Business Reviews with stakeholders as needed.
  • Leverage data from various workforce management tools, as well as client and internal MI, to conduct in-depth analyses of workload and improve operational performance.
  • Demonstrate proficiency in all Microsoft programs, working effectively under pressure, meeting deadlines, and adapting to changing priorities.
  • Prepare and present insights during Weekly Business Reviews with both internal and client stakeholders, showcasing exceptional communication skills and leadership to drive process and behavioral changes.

Main Job Requirements

Proficiency in using a Workforce Management tool (minimum of 2 years)

Intermediate to expert skills in Excel

Experience with omnichannel environments

Familiarity with working alongside outsourcers

Required Skills

Strong analytical and technical capabilities

Comprehensive computer literacy

Proficient use of Microsoft Office tools, including MS Word, PowerPoint, Excel, Outlook, and others

Working knowledge of workforce planning software, particularly IEX.

Competencies and Specific Skills

Customer-focused mindset

Effective communication and influence

High personal effectiveness

Team-oriented approach

Knowledgeable in WFM systems and practices

Creative and adaptable

Highly organized

Commercially aware

Embody the company values

Confidently challenge at senior levels

Strong resilience and focus

Awareness of contract KPIs

Self-motivated and proactive