Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach. Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job DescriptionAdvertised as : WFM AnalystLocation: Toronto Office (Eglinton East , Toronto)- OnsiteReports to:Contract: Regular, Full-timeEducation: College Diploma / DegreeTravel Requirements: NoFor existing vacancy: No About UsTP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.Autonomous - We encourage and trust your decision-making skillsProgressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone wins. About the job Responsible for intra-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real-time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Also, real-time interaction with clients for reciprocal communication is imperative to maintain operations at peak performance. Salary: Base pay of CAD 22 per hour.KEY RESPONSIBILITIES.On time deliveryAnalyze & highlight gap between scheduling output vs Capacity plan assumptionBacktrack and correct scheduling assumptionShould have good coordination skills and highlight deviations and devise effective solutions. PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTSAnalyze the day-to-day scheduling based on client requirements to determine workforce needed to meet fluctuating call volumes and staffing demandsManagement of internal staffing files (i.e. TPS and TIP) to report historical performance data, future requirements, and trended metrics that impact projected staffIdentifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiencyImplement and perform audits to ensure accuracy in all processes and deliverablesProvides, creates, and implements reporting as neededPerforms other related duties and assignments as required and as assigned by supervisor or managerThrives as a team player in a fast-paced, high-energy, change-oriented environmentEnsure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance.should be clear with erlang workings on various business models. 

VBA macros or AppScript an assetExperience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an assetAbility to create reports in Excel/Google Sheets and forecast resultsAttention to detail and high level of accuracyAbility to multitask, focus and complete reports for extended periods of timePrevious call center experience required