About the Company
Teleperformance is a global leader in digitally integrated business services, connecting the biggest and most respected brands in the world with their customers. We are a team of passionate individuals dedicated to delivering exceptional customer experiences and driving innovation in customer service. With a strong commitment to diversity, inclusion, and professional growth, we empower our employees to thrive in a dynamic and supportive environment.
Job Description
We are seeking a highly skilled and experienced Remote Workforce Management Specialist with a strong focus on scheduling to join our growing team. This is a 100% remote position. As a key member of our operations, you will be responsible for optimizing agent schedules to meet service level agreements (SLAs) and productivity targets across various remote customer service programs. You will leverage WFM software to forecast call volumes, plan staffing, and create efficient schedules that balance employee needs with business demands. The ideal candidate will possess exceptional analytical skills, attention to detail, and a deep understanding of contact center dynamics in a remote setting.
Key Responsibilities
- Develop and implement efficient agent schedules to ensure optimal staffing levels and adherence to service level agreements (SLAs).
- Utilize Workforce Management (WFM) software to generate forecasts, create schedules, and monitor real-time adherence.
- Analyze call volume patterns, agent productivity, and other relevant data to identify scheduling inefficiencies and propose solutions.
- Manage time-off requests, shift swaps, and other schedule adjustments in accordance with company policies and operational needs.
- Collaborate with operations managers, team leaders, and other stakeholders to understand business requirements and adjust scheduling strategies accordingly.
- Provide regular reports on key WFM metrics, including adherence, occupancy, and forecast accuracy.
- Participate in WFM tool enhancements, testing, and deployment processes.
- Ensure compliance with all company policies and procedures related to scheduling and employee management.
Required Skills
- 2+ years of experience in Workforce Management with a focus on scheduling in a contact center environment.
- Proficiency with WFM software (e.g., Aspect, Genesys, Verint, Calabrio).
- Strong analytical and problem-solving skills with the ability to interpret complex data.
- Excellent communication and interpersonal skills, capable of working effectively with remote teams.
- Advanced proficiency in Microsoft Excel.
- Ability to work independently and manage multiple priorities in a fast-paced, remote environment.
- Understanding of contact center metrics and their impact on operational efficiency.
Preferred Qualifications
- Bachelor’s degree in Business, Analytics, or a related field.
- Experience with Teleperformance-specific WFM tools and processes.
- Certification in a recognized Workforce Management discipline.
- Experience managing schedules for a large-scale remote workforce (500+ agents).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- 100% remote work flexibility.
- Employee assistance program.
- Dynamic and supportive company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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