Workforce Management Analyst

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a highly-skilled professional to join as Workforce Management Analyst

Responsibilities
Communicate with internal colleagues to understand the needs of departments and the organization as a whole.
Work with external stakeholders to understand and investigate feedback into the service/function/product provided.
Use data modeling practices to analyze your findings and create suggestions for strategic and operational improvements and changes.
Identify the processes and information technology required to introduce your recommendations.
Communicate the benefits of your recommendations across departments and help to address any uncertainty and concern.
Produce written documentation to support your work, report on your findings and to present to stakeholders when necessary.
Support the staff and teams in making the recommended changes, including helping to resolve any issues.
Ensure plans are made and processes are created to evaluate the impact of the changes made, including taking responsibility for overseeing and reporting on this evaluation.
Requirements
IT/Technical/Quantitative degree or equivalent working experience as a Business Analyst
Knowledge of SQL, Python is a plus as well as in data visualization
Working experience with Power BI
Financial Analysis experience desirable
Advanced knowledge of IT office tools (Google Sheets/Excel desirable)
C1 Level of English
Good level of Spanish is a plus
Excellent analytical skills and an informed, evidence-based approach
Excellent communication skills, with the ability to talk to and present to a range of audiences, sometimes acting as a translator between parties
Working experience in KPI monitoring
Working experience in contact center sector is desirable
Ability to work under pressure on multiple projects within your project timeframes
Passion for creating solutions with a positive attitude to change
Strong interest in business and business development
Good understanding of information technology
Benefits
Full time position (39h per week, Monday to Friday).
Competitive salary
Permanent contract
Referral Program: Bring a Friend and get a Referral fee (up to 2.000 € depending on the language/project)
A permanent presence of coaches who will facilitate your personal and professional development
Established career path to grow within the project
Employment with the worlds largest provider of contact center services
Excellent work environment, great colleagues, social arrangements and personal development
Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team
Teleperformance

Fecha de publicación: 08/03/2023