WFM Analyst Lisboa

What you can expect

We are looking for a highly analytical and collaborative WFM Analyst & Operational Research Specialist to join our Workforce Management team. This role combines deep expertise in scheduling algorithms (e. g. using Mosel) with strong operational research capabilities to drive
- driven
- making and workforce optimization. The ideal candidate will be proficient in SQL, Excel, and Python (or similar languages), and have experience coordinating
- functional projects. Experience in contact center operations is a strong plus.

What
- 'll do

• Design, implement, and optimize scheduling algorithms using languages like Mosel to meet service level and efficiency goals;
• Apply operational research techniques such as linear programming, integer programming, simulation, and queuing theory to solve complex workforce and operational challenges;
• Develop and maintain automated scheduling models and
  - support tools;
• Analyze large datasets using SQL and Excel to monitor and improve generated outputs and processes;
• Collaborate with stakeholders to coordinate and lead projects related to workforce optimization and operational efficiency;
• Translate business problems into mathematical models and present actionable insights to leadership;
• Continuously improve scheduling processes through innovation and automation.

What
- 'll need

• Higher Education Degree in Applied Mathematics with strong curriculum in Operational Research;
• Proven experience with scheduling algorithms (Mosel or similar optimization languages);
• Proficiency in SQL and Excel for data analysis and reporting;
• Experience in a contact center or customer service environment;
• Familiarity with WFM platforms (e. g. , Verint, NICE, Genesys);
• Experience with simulation tools (e. g. , Any
  Logic, Simul8) or optimization solvers (e. g. , CPLEX, Gurobi);
• Knowledge of forecasting methodologies and
  - time adherence tools.

Benefits

• Excellent work opportunity in a dynamic leading multinational company;
• Possibility of cooperation with leaders in various industries;
• Investment in training and personal development;
• Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
• Health Insurance;
• Free language courses, sport activities and organized events;
• Free healthy meals in the cafeterias, such as soup, bread, salad and fruit.

Teleperformance Portugal

TP Portugal is one of the 25 best companies to work for in Europe, according to Great Place to Work. It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine!

With more than 14 000 employees for 67 markets, TP Portugal provides services in 37 languages. With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions. TP is a pioneer in technology applied to customer support and maintains the highest security standards.

TP Portugal continues to grow. Join our team and find your place at TP!