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WFM Planning Analyst I-Grade B1 Job Opening In Dublin – Now Hiring Teleperformance


Job description

Overview

Scheduling/Real Time Analyst

Responsibilities to include but not be limited the following

  • Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
  • Enforce real time adherence in all Work Types and Markets within the scope of operation
  • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
  • Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
  • Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
  • Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
  • Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
  • Recommended Qualifications

  • 3+ years of tenure in WFM intraday and scheduling positions
  • Proven experience in operating and directly handling a scope of more than 500 FTEs
  • Proven experience in scheduling distribution/bidding of more than 2000 FTEs
  • Creative and problem solving oriented
  • Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)
  • Excellent communication skills
  • Proactive and able to take decisions based on real time situations
  • Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
  • Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
  • Studies in Engineering, Business Administration, or related fields
  • Experience working with internal/ external stakeholders in multiple geographic regions
  • Required Skill Profession

    Business Operations Specialists


    • Job Details

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    Unlock Your WFM Planning Potential: Insight & Career Growth Guide


    Real-time WFM Planning Jobs Trends (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for WFM Planning in Dublin, Ireland, highlighting market share and opportunities for professionals in WFM Planning roles.

    240 Jobs in Ireland
    240
    146 Jobs in Dublin
    146
    Download Wfm Planning Jobs Trends in Dublin and Ireland

    Are You Looking for WFM Planning Analyst I Grade B1 Job?

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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Teleperformance adheres to the cultural norms as outlined by Expertini.

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    1. Independence

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    3. Impartiapty

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    6. Respect for human rights

    7. Obeying Ireland laws and regulations

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