Workforce Manager

Teleperformance Romania

21-02-2019 | EXPIRA LA 21-02-2019

Job expirat


Job description:
The Workforce Manager is a newly created role where we are looking for an exceptional leader who is passionate about efficiency, who controls an understands the intraday resource allocation performance. He/she will lead the WFM Team to reach high levels of staffing effectiveness, schedule adherence, line adherence and will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and statistical analysis. The ideal candidate is a leader with demonstrated ability to learn new workflow technologies and make data driven decisions for project deliverables.
Advanced computer skills, VBA, MS Excel and Statistical knowledge, fluency in English, good communication and presentation skills are essential.


We are looking for a skilled Workforce Manager who can lead the Workforce Management team to ensure that all staffing needs are met according with specific requirements and based on actual behavior in the call arrival patterns. This position is responsible for long term, short term and intraday call volume analysis and will act as a support resource for operations assisting with and providing guidance on performance impact analysis and operational planning to ensure that KPIs are met.

Workforce Manager Requirements:
Experience in leading a team of WFM or Business Analysis or equivalent role for large scale inbound Operations business; strong knowledge of workforce management tools and the ability to maintain them (IEX experience is a plus)
2+ years of experience working with Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Overtime and FTE)
Strong Analytical skills – has ability to perform audit on WFM deliverables, keep proper documentation for all WFM processes, setting common goals for the department and ensure key metrics are in line
A bachelor's degree in an analytical or business field, or comparable business experience with technical background
Communication skills – demonstrated ability to communicate complex technical problems through simple means; ability to present information professionally & concisely with supporting data
High attention to detail and proven ability to manage multiple, competing priorities simultaneously
A history of teamwork and willingness to roll up one’s sleeves to get the job done
Technical Skills required – MS Excel (Advanced) and VBA; preferred knowledge of Avaya WFO, IEX
English language with advanced fluency


We will offer:
Attractive salary package
Meal tickets shall be granted monthly
Private medical insurance coverage
Personal and professional development
Working environment at international standards
Special discounts provided by our partners in different industries (Banking, Gym & Fitness)


Teleperformance, the global leader in outsourced omnichannel customer experience management, serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible and intelligent.

We have 300,000 interaction experts across nearly 80 countries, speaking 265 languages and dialects to better serve you.

Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 1,300 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecom operators and others).