WFM Coordinator ( Senior Analyst )

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 Do

• Data & 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 LinkedIn