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Junior Workforce Management Analyst (m/f)


Junior Workforce Management Analyst (m/f)


Your Role

The Workforce Management Analyst / Real Time Analyst monitors on daily basis different levels of contact center activities and analyses performance data in real time. The main purpose is to identify weak points and suggest more efficient management solutions to Supervisors and Managers.


  • Generates and delivers real time reports to operations management team;
  • Compares contacts forecasts with actual results to examine variances, proactively identifies scheduling gaps and offers solutions to solve them;
  • Provides performance analysis to ensure accurate, timely reporting to support business decisions;
  • Provides support to Supervisors by identifying and suggesting more efficient management solutions;
  • Interacts with other departments in order to improve and or maximize the projects(s) results;
  • Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company.

Your Profile

  • Solid experience in the contact center industry;
  • Understanding of the WFM area;
  • Fluency in English (minimum B2);
  • Higher Education Degree (preferential);
  • Proficient in Excel, Word and Outlook;
  • Initiative and problem solving skills;
  • Analytical ability and achievement oriented;
  • Team player with good communication skills.

Our Offer

  • • Excellent work opportunity in a dynamic leading multinational company; 
  • • Possibility of cooperation with leaders in various industries;
  • • Stable work and career progression;
  • • Investment in training and personal development; 
  • Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
  • • Health Insurance;
  • • Free organized sport activities and events every month.

Teleperformance Portugal (EN)

Teleperformance Portugal is part of the Teleperformance Group, worldwide leader in Customer Experience Management and shared services for international markets. With a team of 10 000 employees, from 84 nationalities, we provide services in 35 languages. Our job is to connect the biggest and most respected brands on the planet with their customers, bringing solutions and always making sure that each interaction matters. 
Teleperformance Portugal was considered nine times the best company to work for in Portugal by the Great Place to Work Institute and the winner of the “Young Talents Attraction” Award in 2019. Furthermore, we were awarded five times by Exame magazine as one of the best companies to work for in Portugal and the best company within our sector. Also, our company was the fast growing company in Portugal in the past three years by Expresso, Informa D&B and Deloitte. 
Our team is multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated omnichannel solutions, technology, and the highest security standards. 
We are trusted with billions of unique interactions worldwide and we want you to be part of it.

Join our team!

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