Teleperformance

Outsourced customer experience management services

Workforce Management Planning Analyst

Business OperationsConfirmed live in the last 24 hours

Full-timeGqeberha, South AfricaNo salary listedIn-person

About the Job

Requirements

Five years of experience working in a Resource Planning or Workforce Management team.
Knowledge of the NICE IEX tool is required; knowledge of additional Workforce Management systems is advantageous.
Advanced Microsoft Excel skills, including experience using Excel.
Ability to plan and forecast end to end, prioritize and organize work, and review progress to ensure plans, timescales, and objectives are met.
Ability to adapt to varied situations and appreciate different perspectives.
Ability to work under pressure while maintaining accuracy.
Attention to detail.
Problem-solving skills and an analytical approach.
Ability to manage workload to meet tight deadlines.
Ability to build working relationships and communicate effectively as a team member.

Responsibilities

Deliver accurate contact forecasting, FTE requirements, and scheduling across short-, mid-, and long-range planning horizons.
Manage planning for assigned campaigns and optimize resources against client demand levels and budget delivery.
Analyze data proactively to identify trends and suggest areas for improvement using best-practice processes and approaches.
Provide insight and direction for client accounts as the subject matter expert for assigned campaigns.
Contribute to the management of client relationships.
Serve as the subject matter expert in Workforce Management.
Support the Planning Manager with reporting on account staffing positions and outlook, and with project work as required.

Desired Qualifications

Experience in FTE sizing or account sizing (modelling).
Knowledge of additional Workforce Management systems.

Overview

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.

Qualifications

Qualifications & 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

Responsibilities

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

About the Company

Teleperformance

Outsourced customer experience management services

Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1978

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