Work Force Management Analyst - WFM Analyst at Teleperformance Nigeria

Teleperformance, for over 40 years, has been connecting customers with the world’s most successful companies. It is the global leader in customer experience outsourcing management and the trusted provider of digitally integrated business services. At Teleperformance, we combine human touch and high technology to deliver extraordinary customer experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion to make it happen.

We are recruiting to fill the position below:

Job Title: Work Force Management Analyst - WFM Analyst

Location: Nigeria

Job Description
Delivery:

• Assist and support implementation of all new projects.
• Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing.

Design:

• Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
• Perform a weekly/monthly capacity plan for all accounts that supporting operational management for taking the proper decisions.

Outcomes:

• Workforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level.
• Maintain Operation headcount and headcount related issues
• Control leaves balance and reserve annual leaves for CSRs.
• Track, maintain, and document attendance, leaves, and absenteeism of CSRs

Communication:

• Report on absenteeism and attrition figures of Operation
• Update HR and finance with attendance, absenteeism, and Overtime
• Align with all management levels in case of expected events, or potential crises.
• Other duties assigned.

Education and Specific Training

• Bachelor's Degree

Work Experience:

• 3 - 5 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales

Technical Skills:

• Usage of MS Office
• Data Analytics

Competencies and Specific Skills:

• Communication Skill (Oral and Written)
• Creativity
• Flexibility
• Initiative
• Job motivation
• Judgement
• Planning and organization
• Stress tolerance.

Application Closing Date
Not Specified.