Deskripsi Pekerjaan
Join Teleperformance as a Real Time Analyst and become the driving force behind our contact center's operational excellence. In this pivotal role, you'll monitor and analyze real-time data streams to optimize performance, enhance customer experiences, and ensure service level objectives are consistently met. You'll collaborate with cross-functional teams to implement data-driven strategies that boost efficiency, reduce wait times, and maximize agent productivity.
Teleperformance offers a modern, supportive work environment with cutting-edge technology and comprehensive training programs. As a global leader in customer experience management, we provide competitive benefits packages, clear career progression pathways, and opportunities to develop your analytical expertise. If you thrive in dynamic settings and are passionate about leveraging data to drive business success, this role offers the perfect platform to grow your career.
Tanggung Jawab
- Monitor real-time contact center performance metrics (call volume, wait times, adherence)
- Analyze operational data to identify trends, bottlenecks, and improvement opportunities
- Provide actionable insights to management through daily performance reports
- Collaborate with team leaders to adjust resources and workflows proactively
- Ensure compliance with service level agreements (SLAs) and quality standards
- Develop and maintain performance dashboards for stakeholder visibility
- Coordinate real-time interventions to address emerging operational challenges
Kualifikasi
- Bachelor's degree in Business, Statistics, Data Science, or related field
- 1-2 years experience in contact center operations or BPO environment
- Proficiency in data analysis tools (Excel, CRM systems, reporting software)
- Strong problem-solving and decision-making abilities
- Excellent communication and interpersonal skills
- Ability to work effectively under pressure and in fast-paced environments
- Basic knowledge of WFM (Workforce Management) systems preferred