Position Purpose
The Junior WFM Scheduling Analyst manages and optimizes work schedules for Operations Customer Experts. Because contact center workflows fluctuate daily and weekly, the role ensures the right employees with the right skills are scheduled at the right times and locations. The primary goal is balancing operational service levels/productivity with employee satisfaction.
Key Responsibilities:
Scheduling & Capacity Allocation:
- Automatic Schedule Allocation: Assign schedules to frontline agents to meet Service Level Agreements (SLAs), comply with labor laws, and optimize resources.
- Requirements Analysis: Determine staffing needs for each project, queue, or workplace.
- Schedule Creation & Validation: Build, validate, and adjust recurring schedules, managing real-time and planned deviations.
Collaboration & Training Support:
- Manager Interaction: Discuss shift plans and working hours directly with operational managers.
- Training Logistics: Schedule employees for initial onboarding or skill-upskilling sessions when new projects or tool updates require new knowledge.
- Cross-Departmental Coordination: Partner with other teams to drive project performance and operational results.
Database Maintenance & Process Improvement
- Database Updates: Keep WFM databases updated with agent skills, availability, and profile information.
- Continuous Improvement: Suggest imaginative, innovative ideas to optimize WFM workflows and departmental processes.
- Compliance: Promptly report any policy or procedural infractions to Teleperformance Management.
Required Qualifications & Skills
Category Requirements
Education
Higher Education Degree preferred
Languages
Fluent in English
Experience
Up to 2 years as Scheduling Analyst in Contact Centers, Shared Services for international markets, or related industries.
Technical Skills
Proficient in Microsoft Office Suite (Advanced/Highly skilled in MS Excel)
Core Competencies
Analytical Thinking, Planning & Organizing, Problem Solving, Time Management, Flexibility
Decision-Making Authority
- Decisions Expected: Escalating any operational issues or scheduling anomalies that impact project performance directly to the WFM Assistant Manager.
- Recommendations Expected: Proposing continuous process improvements and creative solutions to workplace scheduling challenges.
