WFM Planning Analyst at Teleperformance Kenya

Job Summary

An exciting opportunity has arisen for a WFM Planning Analyst within the existing Resource Planning Team. Reporting directly to the Planning Manager, the role is pivotal in supporting the planning cycle and optimizing resources against different client demand levels and budget delivery. The right candidate will be the subject matter experts for the campaigns they are responsible for. They will provide insight and direction of client accounts through proactive data lead analysis, identifying trends and suggesting areas for improvement. All through application of best practice processes and approaches. 

Main Job Requirements 

• You must be able to demonstrate your ability to plan, prioritize, organize and review the progress of your own work ensuring that all plans are followed and timescales and objectives are met. 
• You will be able to adapt to a variety of situations whilst understanding and appreciating different and opposing perspectives. 
• Ability to integrate into an already successful team 
• Demonstrate your ability to work under pressure 
• Open-minded and flexible in dealing with circumstances as they arise 
• Excellent attention to detail with Excel experience 
• Committed, enthusiastic, positive, resourceful and resilient 

Key competencies 

• Open, approachable, a proven team player with strong communication skills 
• Proven problem-solving skills and a sound analytical approach 
• Ability to manage own workload to meet tight deadlines 
• Ability to work under pressure whilst maintaining accuracy 
• Ability to build strong working relationships 
• Self-motivated with the ability to motivate others 
• Organized and structured in approach 
• The day-to-day delivery of accurate Contact Centre Forecasting, FTE Requirements and Scheduling short, mid and long range 
• Contribution to the management of client relationships 
• Serve as subject matter expert in all things WFM 
• Supporting Planning Manager with reporting of accounts staffing position and outlook, as well as any project work as and when required

Qualifications & Experience 

• 3 years’ experience working in a Resource Planning / Workforce Management team 
• Knowledge of NICE IEX tool required, additional WFM systems knowledge would be an advantage 
• FTE sizing/Account sizing (Modelling) experience is desirable 
• Advanced MS Excel skills

We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.