Workforce Management Specialist

3 weeks 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 meet business demands.

Key Responsibilities

  • Develop and maintain thorough knowledge of resource planning, scheduling, and workforce management tools to ensure effective coordination with cross-functional teams.
  • Monitor and analyze historical and real-time performance data to produce accurate short-term and mid-term forecasts of FTE projections.
  • Optimize resource allocation to drive financial efficiencies and meet business objectives.
  • Collaborate with RTA and MI team members to adjust for exceptional short-term capacity changes and participate in reviews of real-time trending and deviations against plans.
  • Perform scenario planning to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, and workforce allocation.
  • Display advanced facilitation and presentation skills to support stakeholders in the development and review of plans, costs, and resource allocation.
  • 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.

Language

English



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