Deskripsi Pekerjaan
Teleperformance, a global leader in customer experience management, is seeking a highly analytical and strategic WFM Business Intelligence Manager to join our dynamic team at McKinley West. As a key driver of our operational success, you will leverage data to optimize workforce performance and enhance customer satisfaction. In this pivotal role, you will be responsible for designing and implementing advanced Business Intelligence (BI) solutions tailored to Workforce Management (WFM) needs. You will translate complex data sets into actionable insights, empowering management to make informed decisions regarding staffing, scheduling, and resource allocation. We are looking for a professional who thrives in a fast-paced environment and is passionate about driving efficiency through precision analytics.
By joining Teleperformance, you will work within a world-class contact center environment that values innovation, diversity, and professional growth. You will collaborate with cross-functional teams to develop forecasting models, monitor key performance indicators (KPIs), and identify trends that impact service levels. This is an excellent opportunity to shape the future of workforce strategy in one of the largest BPO companies in the world.
Tanggung Jawab
- Develop, maintain, and optimize Business Intelligence dashboards and reporting tools to provide real-time visibility into workforce performance.
- Analyze historical and predictive data to forecast call volumes, handle times, and staffing requirements accurately.
- Collaborate with Operations and HR leadership to align BI strategies with broader organizational goals and workforce plans.
- Conduct root cause analysis on service level variances and operational bottlenecks to recommend data-driven corrective actions.
- Identify and implement process improvements and automation opportunities within the WFM cycle to increase efficiency.
- Ensure data integrity and accuracy across all reporting systems and databases.
- Present complex analytical findings to stakeholders in a clear, concise, and compelling manner.
Kualifikasi
- Bachelor’s degree in Business Administration, Information Technology, Statistics, Mathematics, or a related field.
- Minimum of 5-7 years of experience in Workforce Management, Business Intelligence, or Data Analytics within a Contact Center or BPO environment.
- Strong proficiency in BI tools (e.g., Tableau, Power BI, QlikView) and SQL programming.
- Experience with WFM software (e.g., Calabrio, NICE inContact, Verint) is highly preferred.
- Strong analytical mindset with the ability to interpret large datasets and derive meaningful insights.
- Excellent communication, presentation, and interpersonal skills.
- Ability to work independently and manage multiple priorities in a fast-paced setting.