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Teleperformance is the world’s largest customer service company that offers outstanding career opportunities. Our team has more than 320,000 colleagues in 80 countries and has a tradition of 40 years. Teleperformance is listed on the Euronext-Paris Stock Exchange, signed by United Nations Global Compact and certified by Great Place to Work®.
In the new representative office in Skopje, the team is composed of more than 100 motivated colleagues who work on various and global projects in customer service support.
We are expanding our team by looking for a:
Job Title: Workforce Coordinator (WFC)
Location: Teleperformance Skopje
Start Date: August 2020
In this function, you will report to the Site manager andto the Workforce Manager (WM). You are responsible for operational business in the areas of resource planning and real time management / line management and you are the manager of the workforce analysts. You support the WF team in the implementation of new customer projects in the existing WFM structure and are responsible for the implementation of the TP standard Best-WFM.
Disciplinary and professional leadership of the Workforce Management Team (WFA, CCA)
Ensuring an effective and efficient workforce management structure within the budget limits and defining clear tasks and areas of responsibility
Ensuring optimized Work Force Management support for local projects
Close cooperation with the operational contacts and, if necessary, the customer
Internal consulting and support
Constant optimization of the control and planning processes to increase profitability in the different accounts, taking into account forecast and service level fulfillment
Development of migration plans for existing WFM projects
Creation of project plans for the WFM implementation of new customer programs
Support of the WF Manager in the implementation of all quality requirements for the (re) certification COPC and BEST WFM
Documentation of all requirements and processes in cooperation with Operation
The profile we are looking for:
Proficiency in Microsoft Excel
A degree in a relevant field is an advantage
Great spoken and written English skills, ideally experience in international customer contact.
Knowledge of German language is an advantage.
Knowledge / practical experience with WFM products / solutions (e.g. Totalview, Cognos, CCPulse, Genesys configurator, TP Control, CCMS) is an advantage.
Experience in managing inbound and / or outbound business
Very good analytical and conceptual skills
Experience in creating, analyzing and optimizing processes
Teamwork and social skills
Resilience, above-average commitment and flexibility
Ability to work independently and in a structured manner
How to apply?
Apply by clicking the link below and filling out the form, no later than 06th of August 2020.
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