About the Company
Teleperformance is a global leader in digitally integrated business services, providing advanced customer experience management. With a presence in 88 countries and over 380,000 employees, we connect the biggest and most respected brands in the world with their customers. We are committed to fostering an inclusive, diverse, and supportive work environment where innovation thrives and employees can grow their careers.
Job Description
We are seeking a highly organized and detail-oriented Remote Workforce Management Specialist with a strong focus on scheduling. This role is crucial for optimizing our contact center operations, ensuring adequate staffing levels to meet service targets, and creating efficient schedules for our remote teams. You will be responsible for real-time monitoring, schedule adherence, and making data-driven decisions to enhance productivity and employee satisfaction. This is a 100% remote position, allowing you to work from anywhere within the United States.
Key Responsibilities
- Develop and maintain accurate agent schedules, ensuring optimal coverage for all queues and channels.
- Analyze call volume, AHT, and other key metrics to forecast staffing needs and identify potential gaps.
- Implement real-time schedule adjustments to account for unexpected events, absenteeism, or volume spikes.
- Collaborate with operations management to understand business needs and translate them into effective scheduling strategies.
- Monitor agent adherence to schedules and provide insights and recommendations for improvement.
- Manage time-off requests, shift swaps, and other schedule-related changes in accordance with company policy.
- Generate and distribute regular reports on scheduling efficiency, adherence, and forecast accuracy.
- Participate in WFM meetings, providing expert input on scheduling best practices and system utilization.
- Utilize WFM software (e.g., Aspect, Verint, Calabrio) to its full potential for scheduling and reporting.
Required Skills
- Minimum of 2 years of experience in Workforce Management, specifically with a focus on scheduling in a contact center environment.
- Proficiency with WFM software (e.g., Aspect, Verint, Calabrio, Genesys).
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent organizational and time management abilities.
- Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, formulas).
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Business Administration, Statistics, or a related field.
- Experience with remote workforce management strategies and challenges.
- Familiarity with different contact center metrics and KPIs (e.g., AHT, Service Level, Occupancy).
- Certification in Workforce Management or related fields.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- Work-from-home setup assistance.
- Performance-based bonuses.
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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