Join our team at Teleperformance! We are looking for an experienced WFM Specialist to drive the end-to-end WFM cycle for key account operations, act as a strategic partner to internal teams, and foster strong client relationships. Location & Working Model Location: One Kattameya Site Work Setup: Hybrid Perks Included: Transportation | ???? Medical & Social Insurance | Hybrid model What You’ll DoData & Analytics: Collect, organize, and reconcile operational data across local sites. Conduct deep-dive analyses on severe KPI deviations to uncover root causes. KPI & Strategy Monitoring: Continuously monitor KPIs, share best practices across sites, and proactively identify operational opportunities and risks across Operations, Training, and WFM. Capacity & Scheduling Management: Coordinate scheduling and intraday requirements across sites, ensuring accurate monthly schedules are delivered to the client. Client & Stakeholder Alignment: Lead WFM-related client communications, participate in performance reviews, and collaborate cross-functionally. Continuous Improvement: Utilize historical trends to make recommendations for future efficiency gains and participate in key WFM projects. Team Development: Train, support, and mentor both current and onboarding WFM team members.
What We’re Looking For Proven Experience: Solid background as a WFM Specialist with strong expertise in Capacity Planning. Excel expert proficiency; hands-on knowledge of scheduling tools such as Verint, NICE IEX, or TSQ. Analytical Mindset: Exceptional mathematical skills, analytical thinking, and a strong understanding of economical efficiency principles. Communication & Language: Advanced to fluent English (B2-C1 level) with top-tier written, verbal, and presentation skills. Core Competencies: Detail-oriented, result-driven, customer-centric (internal and external), and a collaborative team player. Critical Thinking: Ability to offer fresh perspectives on complex challenges and drive cohesive, high-efficiency solutions. Ready to Apply? If you are ready to take ownership of account performance and grow your WFM career in a supportive, dynamic environment, we’d love to hear from you! Apply directly on Linked In