An exciting opportunity has arisen for a WFM Planning Analyst within the existing Resource Planning Team. Reporting directly to the Planning Manager, the successful candidate will be responsible for:
The role is pivotal in supporting the planning cycle and optimizing resource against different client demand levels and budget delivery. The right candidate will be the subject matter experts for the campaigns they are responsible for. They will provide insight and direction of client accounts through proactive data lead analysis, identifying trends and suggesting areas for improvements. All through application of best practice processes and approaches.
QualificationsQualifications & Experience
- 5 years’ experience working in a Resource Planning / Workforce Management team
- Knowledge of NICE IEX tool required, additional WFM systems knowledge would be an advantage
- FTE sizing/Account sizing (Modelling) experience desirable
- Advanced MS Excel
Main Job Requirements
- You must be able to demonstrate your ability to plan, forecasting end to end, priorities, organize and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met.
- You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives.
- Ability to integrate into an already successful team
- Demonstrate your ability to work under pressure
- Open-minded and flexible in dealing with circumstances as they arise
- Excellent attention to detail with excel experience
- Committed, enthusiastic, positive, resourceful and resilient
Key competencies
- Open, approachable, a proven team player with strong communication skills
- Proven problem-solving skills and a sound analytical approach
- Ability to manage own workload to meet tight deadlines
- Ability to work under pressure whilst maintaining accuracy
- Ability to build strong working relationships
- Self-motivated with ability to motivate other
- Organized and structured in approach
- the day to day delivery of accurate Contact Forecasting, FTE Requirements and Scheduling short, mid and long range
- contribution to management of client relationships
- serve as subject matter expert in all things WFM
- supporting Planning Manager with reporting of accounts staffing position and outlook, as well as any project work as and when require
Skills Required
- Five years of experience working in a resource planning or workforce management team
- Knowledge of the NICE IEX workforce management tool
- Advanced Microsoft Excel skills
- Knowledge of additional workforce management systems
- FTE sizing or account sizing modeling experience
- End-to-end forecasting, planning, prioritization, and scheduling experience
- Strong analytical and problem-solving skills
- Excellent communication and relationship-building skills
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
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