Deskripsi Pekerjaan
Are you ready to take your career to the next level in Workforce Management? Teleperformance is seeking a dedicated Analyst (Workforce Management) to join our dynamic team in Taguig City. As a global leader in business process management, we offer a stimulating environment where your analytical skills will directly impact our operational efficiency and customer satisfaction. In this pivotal role, you will play a crucial part in optimizing workforce performance, ensuring that our clients receive the highest quality of service while maximizing resource utilization.
Our commitment to employee growth means you will have access to competitive pay, comprehensive benefits, and continuous development opportunities. If you have a passion for data analysis and process improvement, this is your chance to thrive in a fast-paced industry-leading organization. We are looking for a detail-oriented professional who can translate complex data into actionable strategies to drive business success.
Tanggung Jawab
- Analyze historical call data and trends to forecast workforce demand accurately.
- Design and optimize daily and weekly work schedules to meet service level objectives and minimize costs.
- Monitor and report on key performance indicators (KPIs) such as attendance, adherence, and service levels.
- Conduct workforce audits and identify trends in absenteeism and attrition to implement corrective actions.
- Collaborate with Operations Managers to implement process improvements and best practices.
- Utilize WFM software tools to manage real-time adherence and resource allocation effectively.
- Maintain up-to-date knowledge of workforce planning methodologies and industry standards.
Kualifikasi
- Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field.
- Proven experience in Workforce Management (WFM) or Contact Center operations.
- Strong analytical skills with the ability to interpret complex data sets and generate insights.
- Proficiency in Microsoft Excel (pivot tables, VLOOKUP) and WFM software (e.g., Calabrio, Nice, Verint).
- Excellent communication and interpersonal skills for cross-functional collaboration.
- Ability to work in a fast-paced environment and meet tight deadlines without compromising quality.
- Knowledge of workforce planning methodologies and service level calculations.