WFM Analyst II

Job Summary

The WFM Analyst L2 is responsible for optimizing workforce management processes through data analysis, automation, process standardization, and continuous improvement initiatives. This role partners closely with Operations, HR, IT, and other stakeholders to enhance workforce planning, improve operational efficiency, and support the implementation of WFM solutions. The ideal candidate is analytical, detail-oriented, and passionate about driving innovation through data and technology.

Key Responsibilities

• Data & Trend Analysis: Analyze historical and real-time workforce data to identify trends, generate actionable insights, and recommend strategies to improve operational efficiency and resource utilization.
• Process Optimization: Develop, maintain, and optimize workforce planning processes to ensure operational effectiveness and service level achievement.
• Cross-Functional Collaboration: Collaborate with Operations, HR, IT, and cross-functional teams to implement Workforce Management tools, automation initiatives, and process enhancements.
• Continuous Improvement: Drive continuous improvement by identifying opportunities to optimize workflows, standardize processes, and increase productivity.
• Systems Implementation: Support the implementation of new WFM systems, technologies, and best practices while ensuring smooth adoption across teams.
• Training & Support: Deliver training and ongoing support to stakeholders on Workforce Management systems, reporting tools, and operational best practices.
• Performance Monitoring: Monitor workforce performance metrics and provide regular reports, dashboards, and recommendations to support business decisions.
• Project Management: Participate actively in project management and implementation activities related to workforce optimization initiatives.
• Strategic Collaboration: Foster collaboration across departments to maximize business performance and achieve operational objectives.
• Innovation: Contribute innovative ideas and solutions that enhance departmental processes and support organizational growth.
• Policy & Compliance: Ensure full compliance with Teleperformance policies, procedures, and global standards, including but not limited to:
• GDPR (General Data Protection Regulation)
• GISP (Global Information Security Policies)
• Information Security Standards (ISS)
• Corporate Social Responsibility (CSR)
• Health & Safety policies
• Incident Reporting: Promptly report any known violations of company policies or compliance standards to management.
• Additional Duties: Perform additional duties and responsibilities as assigned.

Qualifications

Education

• Bachelor's degree in Business Administration, Engineering, Information Systems, Statistics, Mathematics, Computer Science, or a related field is preferred.

Experience

• 2–5 years of experience in Workforce Management, Project Management, Business Analysis, Process Improvement, or related operational roles.
• Experience supporting WFM implementation projects or workforce optimization initiatives is highly desirable.
• Experience working within BPO, customer service, or shared services environments is considered an advantage.

Technical Skills

• Advanced proficiency in Microsoft Excel, including PivotTables, Power Query, advanced formulas, and data analysis.
• Proficiency in Microsoft Word, Outlook, and PowerPoint.
• Knowledge of SQL (Structured Query Language) for data extraction and analysis is preferred.
• Experience with Business Intelligence tools such as Power BI, Tableau, or Looker is an advantage.
• Familiarity with Workforce Management platforms (e.g., NICE IEX, Verint, Genesys WFM, Calabrio, Aspect, or similar solutions) is a plus.

Language Requirements

• English proficiency at B2 level or higher (written and spoken).

Core Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Project management and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Process improvement and continuous improvement mindset.
• Strong attention to detail and data accuracy.
• Ability to work collaboratively across cross-functional teams.
• Adaptability and willingness to embrace new technologies and methodologies.
• High level of integrity and commitment to data confidentiality and compliance.

Preferred Certifications:

The following certifications are considered an advantage:

• Lean Six Sigma (Yellow Belt or Green Belt)
• Project Management certification (PMP, PRINCE2, or equivalent)
• Microsoft Power BI Certification
• SQL Certification
• Workforce Management-related certifications (where applicable)