WFM Real Time Analyst

Teleperformance

WFM Real Time Analyst responsible for schedule management and optimizing workforce efficiency. Collaborating with teams to ensure effective operations in a dynamic environment.

Posted 7/26/2026full-timeRemote • 🇧🇦 Bosnia and HerzegovinaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including scheduling, real-time management, and data analysis. Proficient in MS Office, particularly Excel, with strong analytical and communication skills in both English and German.

Highest-signal resume keywords

Workforce SchedulingReal-Time ManagementMS Office ExcelAnalytical ThinkingBilingual English and German

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisStatistical ReportingForecastingScheduling SoftwareNumerical Aptitude

Soft Skills

Strong CommunicationInterpersonal SkillsTeam-OrientedHigh ResilienceAttention to Detail

Tools & Technologies

TSQAspectPlanning Software

Industry Keywords

Contact CenterService IndustryOperational PlanningKPI Management

About the role

Key responsibilities & impact

Create and maintain schedules based on interval forecasts, taking into account the requirements of customers, management, and employees.
Monitor deviations between available and required staffing per interval and develop appropriate adjustment measures.
Analyze data and produce statistics, charts, and reports.
Continuously develop knowledge related to tasks and the tools used.
Act as a point of contact for employees on all relevant WFM topics.
Work closely with regional and local WFM teams and take on operational duties during absences.
Manage staffing levels and available resources according to forecasted targets.
Optimize handleable volumes across all channels to meet forecasts within defined KPIs and ensure optimal skill allocation.

Requirements

What you’ll need

Preferably a commercial/business education or professional experience in service or contact centers.
Strong knowledge of MS Office, especially Excel (pivot tables, formulas, functions, charts, etc.).
Ideally experience in workforce scheduling and/or real-time management.
Experience with planning/scheduling software (e.g., TSQ, Aspect, or similar systems) is an advantage.
Strong numerical aptitude and analytical thinking.
Very good written and spoken English and German are required.
Ability to analyze critical situations in operational planning and propose appropriate solutions.
Ability to interpret complex contractual rules related to scheduling and real-time management.
Strong communication and interpersonal skills.
High resilience and flexibility.
Team-oriented working style.
Analytical, structured, and results-oriented work style, with a high degree of initiative.
High accuracy and strong attention to detail.

Benefits

Comp & perks

No specific benefits mentioned