Workforce Management Analyst

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement program This position is a hybrid role with 60% in office at the Warren, MI location and 40% work at home. Candidates must be able to accommodate a hybrid schedule. Your Responsibilities Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group, and report on actual vs. forecasted volumes Create, modify, and maintain forecast models that accurately predict Contact Center impacts given changes in various operating assumptions Collaborate with various internal customers on impact analysis for proposed Contact Center changes Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies Perform various analyses, formulate conclusions, and present conclusions to management Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities Work with business to develop short-term and long-term financial forecasts and budgets Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results Provide variance analysis on forecast performance Develop and maintain reporting tools that help analyze forecasting trends Oversee Contact Center data in relation to Contact Oversee center volume and handle time Heavy reporting duties after forecasting the data for the Contact Center line of business Assist with reporting and creating innovative ways to look at data Qualifications Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted 2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting) Preferred knowledge of - SQL, PowerBI, MS Excel, NICE IEX Experience with reporting, forecasting, analytics, workforce strategies Previous contact center experience preferred Teleperformance is an Equal Opportunity Employer #J-18808-Ljbffr