Workforce Management Specialist

1 month ago

Bristol, Bristol, United Kingdom Teleperformance Full time
Job Summary

We are seeking a highly skilled Workforce Management Specialist to join our team. As a key member of our Workforce Management team, you will play a crucial role in planning, forecasting, and scheduling workloads to ensure optimal resource allocation and efficiency.

Key Responsibilities
  1. Develop and maintain in-depth knowledge of resource planning, scheduling, and workforce management tools to drive effective coordination with RTA and MI team members.
  2. Monitor and analyze historical and real-time performance data to produce accurate short-term and mid-term forecasts of FTE projections and deliverables.
  3. Optimize resource allocation to drive financial efficiencies and maintain coordination with RTA & MIS team members to adjust for exceptional short-term capacity changes.
  4. Perform scenario planning to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shift, rotations, and workforce allocation.
  5. Support stakeholders in the development and review of plans, costs, and resource allocation, and prepare and present on Weekly Business Review with stakeholders.
  6. Utilize data from various workforce management tools, Client, and Internal MI to provide in-depth analysis of workload and improve Operational performances.
Requirements
  • 2+ years of experience in using 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.
  • Personally effective and a team player.
  • Knowledge of WFM systems and practices.
  • Creative and flexible.
  • Organized and commercially aware.
  • Lives and breathes the company values.
  • Strong resilience and focus.
  • Contract KPI knowledge and awareness.
  • Self-motivated.

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