Workforce Management (WFM) Analyst I | Teleperformance at Teleperformance Kenya

Job Summary 

The WFM Analyst I supports day-to-day workforce management activities to ensure optimal staffing, coverage, and service levels across assigned business units. This role focuses on schedule management, intraday monitoring, basic forecasting, real-time adjustments, and reporting. The WFM Analyst I collaborates closely with Operations, QA, Training, and HR teams to improve efficiency and ensure a smooth workflow.

Job Details 

• Assist in creating and managing staff schedules based on forecasted workloads.
• Publish schedules, manage shift bids, and update PTO/leave requests.
• Ensure accurate reflection of schedules in WFM tools.
• Monitor real-time adherence (RTA), queue performance, and workload volume.
• Flag operational risks and deviations to WFM Specialist II or Supervisor.
• Consolidate operational data for daily/weekly performance dashboards.
• Verify data accuracy and escalate discrepancies for correction.
• Maintain data integrity in WFM tools.
• Support basic troubleshooting and escalate system issues as needed.
• Provide schedule or coverage updates to Operations and Team Leads.
• Communicate intraday changes (reroutes, queue priorities, staffing adjustments).
• Work with Training, QA, HR, and Ops on upcoming events impacting capacity.
• Maintain up-to-date documentation for scheduling processes, intraday workflows, and reporting standards.
• Help identify improvement opportunities for WFM processes

Requirements 

• Degree in Business, Mathematics, Statistics, Operations, or related field preferred. 
• Workforce Management or analytics-related training is an advantage
• Minimum 1 - 2 years’ experience in WFM, operations support, or in the BPO sector.
• Exposure to WFM systems
• Analytical thinking. 
• Time management and prioritization. 
• Accuracy and attention to detail. 
• Communication and coordination skills. 
• Problem-solving.
• Process adherence and discipline.
• Willingness to learn WFM tools and methodologies

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