Workforce Scheduler/Workforce Planner

Workforce Scheduler/Workforce Planner - Montego Bay

PURPOSE OF POSITION

Day to day analysis of scheduling and forecasting of multi-site contact center

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

• Analyze the day-to-day scheduling based on client requirements to determine workforce needed to meet fluctuating call volumes and staffing demands
• Management of internal staffing files (i.e. TPS and TIP) to report historical performance data, future requirements, and trended metrics that impact projected staff
• Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency
• Implement and perform audits to ensure accuracy in all processes and deliverables
• Provides, creates, and implements reporting as needed
• Performs other related duties and assignments as required and as assigned by supervisor or manager
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
• Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance

QUALIFICATIONS

• Minimum 2 year call center experience and 1 year WFM experience
• Must demonstrate strong analytical, numerical, and problem solving skills
• Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
• Proficient in MS Office Suite (Excel, Outlook, Access) and WFM software utilized by assigned projects (Blue Pumpkin, IEX, Aspect, etc.)
• Knowledge of contact center dynamics and company operations within an ACD environment
• Flexible schedule and impeccable attendance record