WORKFORCE SPECIALIST

Job Title: Workforce Specialist

Location: Lagos State, Nigeria

Job Summary

This role provides vision and leadership to the organization in workforce management areas such as:

Forecasting, Scheduling and Analysis. Through data preparation, tracking, and analysis, this position provides

guidance and direction on workforce strategies to enhance performance and productivity. WFM Specialists

will support processes to maximize workflow while minimizing callouts from the client and customer

dissatisfaction.

Key Responsibilities

• Create reports and dashboards to measure and manage production KPIs
• Use statistical techniques from predictive modeling, machine learning, and data mining that analyze

current and historical facts to make predictions about future or otherwise unknown events.

• Create agents schedules by language following the intraday requirements per activity etc.
• Help on Real time to adapt the plan to reality and achieve the operational KPIs
• Communicate essential data and WFM topics with the site teams and clients.
• Prepare long-term projections to align proactively the site capacity with the client requirement
• Maintain site capacity files and report this data with the relevant stakeholders
• Coach, train other employees on the use of scheduling tools used within the site.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance,

and to the protection of Information Assets, integrity of customer transactions, proper and ethical

utilization of access privileges and resources provided to perform the role. Fully comply with all

provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

• Protect company assets, systems, proprietary and confidential information in accordance with

Teleperformance Confidentiality policy and Corporate Information Security Policies and Procedure

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security

incidents and breaches in the confidentiality, integrity or availability of Information assets as per the

Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with

customer contracts, company guidelines and state/national requirements

Physical Demands & Work Environment

• While performing the duties of this job the employee requires mobility, the ability to distinguish

letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long

periods of time. The employee is occasionally required to stand, walk, and reach with hands and

arms. The employee regularly uses office equipment such as multi-line telephone systems, copy

machines, and a calculator. Employees will regularly use a computer for extended periods of time.

• The physical demands described here are representative of those that must be met by an employee

to successfully perform the essential functions of this job. Reasonable accommodation may be

made to enable individuals with disabilities to perform the essential functions.

WORKFORCE SPECIALIST

• All of the above job duties may be changed/modified/deleted at any time by the Company; any other

job duties may be assigned as needed

Job Requirements

• Bachelor of Science in Statistics, Computer science, Mathematics, Finance, general business,

Accounting or a related field.

Total Experience & Relevant Experience

• Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred High level

proficiency in Excel based forecasting, scheduling, capacity planning and RTA insights (using Erlang

or other models)

• Proficiency in English Language
• Excellent knowledge of Advanced Excel, Power BI, SQL etc.
• Python programming will be an added advantage.

Minimum Functional Skills / Competencies Required

• Strong organizational skills and attention to detail.
• Strong verbal and written communication skills in English (business fluent)
• Organization is sensitive and able to maneuver between various / conflicting interests.
• Having the drive to realize objectives and combine various goals as a personal ambition.
• Great ability to think outside set paths and able to produce several solutions to different
• situation
• Highly skilled in presenting data, creating, and presenting PowerPoint presentations to
• global audience and industry leaders
• Being able to build strong and positive relationships in a complex international
• environment
• Excellent problem solving, judgment and decision-making skills
• Empathic personality who can understand the feelings of others and reflect on them

Objective Target Weightage

Quality of forecast 95% 20%

Quality of schedule 95% 20%

Client and customer satisfaction 85% 20%

Support to other departments 85% 20%

Reporting accuracy/skills 90% 20%

Total 100%

APPLY HERE:

Interested candidates are kindly requested to share their resumes via the email address below.

Email – recruitment@ng.teleperformance.com or olamide.adekola@teleperformance.com

Job Type: Full-time

Pay: ₦300,000.00 - ₦400,000.00 per month