Senior WFM Analyst

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 300.000 people working in over 265 dialects and languages, in 80 countries, operating across all business sectors and all continents on behalf of major international companies.

At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work, AENOR and Top Employer), is looking for a Senior WFM Analyst.

This position is for Barcelona or Madrid.

Responsibilities
Reporting to the WFM Manager and the Operations Director, ensures that the company’s WFM processes and standards are met for our multilingual clients.

Collaborate in the creation of winning offers in the RFPs of new clients, with creative and efficient sizing solutions. Participate in the defense of the proposal with the client.
Coordinate the multilingual RTA team
Develop the forecast model based on historical data and customer inputs, both for the volume of contacts and for other variables such as AHT, arrival pattern, seasonality, etc. Carry out the reforecast for the medium-long term
Define the requirements of agents according to the levels of service committed, through the realization of different forecasting and planning scenarios.
Create and updates a mid- and long-term Capacity plan, with vacation and recruitment plan.
Create optimized multichannel schedules, assign shifts, and plan activities to maximize SLA compliance and productivity
Handle time off and schedule change requests
Create reports and dashboards, productivity, and performance, and performs postmortem analysis based to detect deviations vs plan.
Work closely with the operation team and the client to ensure optimal resource utilization.

Benefits
Full-time (39 hours/week) and permanent contract
Competitive salary
Opportunity to work in an international environment

Studies:
University studies (degree or Master) related to Mathematics, Statistics, Economics or Engineering.


Languages:
English high level (C1 or higher) (Spanish a plus)
Professional experience:
Essential experience of a minimum of 5 years in the contact center sector, and a minimum of 2 years in WFM planning positions.
Experience in planning multi-channel services (voice, chat, mail, back office), incoming and outgoing and with opening hours from Monday to Sunday
Experience in other WFM positions e.g., Realtime valued.
Experience in team management valued
Abilities:
High capacity for data and information analysis and processing
High level of communication and service mindset.
Leadership skills
Methodical and organized
Adaptability and flexibility
Creativity to seek innovative solutions and a critical mindset.
Knowledge:
Management of WFM tools (Teleopti or IEX). The use of other similar tools is valuable.
Expert level in Excel (Excel with pivot tables, macros) and Office (Powerpoint, Word, etc)
Knowledge of other Contact Center Technology (Cisco, Genesys, Zendesk)
Management of data analysis and reporting tools, (Tableau, Power BI)