Workforce Management

4 months ago

Bristol, United Kingdom Teleperformance Full time

Overview

As a valued member of Workforce Management team, you will have a key role in the planning, Short, mid and long-term forecasting of workloads, Scheduling, support MI Analytics and work closely with the wider WFM team members in the organization to deliver to account and stakeholder requirements.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Thorough, in-depth knowledge in resource planning, scheduling (…hands on experience in WFM tools preferred), and able to demonstrate effective coordination with RTA and MI team members to support account requirements and deliverables. Maintain HC reports, track trends and maintain relevant MI, Verifies and monitors historical and real time performances to produce short term/ midterm outlook of FTE Projections to client forecast and financial outlook, and deliver to the optimum forecasting accuracy. Optimizing of resource and plan to drive financial efficiencies in the business. Maintains coordination and engagement with RTA & MIS team members to adjust for exceptional short-term capacity changes, and participate in reviews on real time trending, and deviations against plans. Perform scenario planning with aim to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shift, rotations etc for the workforce, yet delivering to client demands of resource planning KPI’s and SLA’s Displays advanced facilitation and presentation skills
Supports stakeholders in the development and review of plans, costs and resource allocation Weekly, and for the required financial outlook Create and maintain the functional templates (activity), to ensure accuracy and timeliness of repetitive or add-hoc reporting requirements, and to Prepare and present on Weekly Business Review with stakeholders if required Utilize data from various workforce management tools, Client and Internal MI to provide in-depth analysis of workload from time to time to improve Operational performances. Ability to competently use all Microsoft programs, and Work effectively under pressure, meet deadlines, and adjust to changing priorities Prepare and present on Weekly Business Review with Internal and Client stakeholders, and Possess exceptional communication skills and leadership to drive change in process and behavior

Main Job Requirements

Skills in using a Workforce Management tool (2 years)

Intermediate to Expert Skills in Excel

Experience with Omnichannel

Experience in working with Outsourcers

Required Skills

Analytical and Technical Skills

Comprehensive computer skills

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

Working knowledge of workforce planning software, specifically IEX.

Competencies and Specific Skills

Customer focused

Communicative and influential

Personally effective

Team Player

Knowledge of WFM systems and practices

Creative and flexible

Organized

Commercially aware

Lives and breathes the company values

Able to confidently challenge at a senior level

Strong resilience and focus

Contract KPI knowledge and awareness

Self-motivated

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