Deskripsi Pekerjaan
Join Teleperformance Davao as a WFM Real-Time Analyst and become an integral part of our dynamic workforce optimization team. In this critical role, you'll be responsible for monitoring and adjusting staffing levels in real-time to ensure optimal service delivery and customer satisfaction. You'll work in a fast-paced environment where your analytical skills directly impact our business operations.
We offer a competitive compensation package with comprehensive wellness benefits, including health insurance, paid time off, and opportunities for career growth. Our team environment is collaborative, supportive, and focused on continuous improvement. As a global leader in customer experience management, Teleperformance provides a platform for you to develop your skills and advance your career in workforce management.
If you're a detail-oriented professional with a passion for data analysis and problem-solving, we invite you to apply for this exciting opportunity to join our team in Davao.
Tanggung Jawab
- Monitor real-time call center operations and adjust staffing levels to ensure service level targets are met
- Analyze historical and real-time data to identify trends and forecast staffing requirements
- Implement and maintain workforce management schedules to optimize resource utilization
- Collaborate with team leads to address staffing gaps and operational challenges
- Generate regular reports on performance metrics and provide actionable insights
- Adhere to quality standards and compliance requirements in all scheduling activities
- Continuously improve scheduling processes based on feedback and performance data
Kualifikasi
- Bachelor's degree in Business, Mathematics, Statistics, or related field
- Minimum of 1-2 years of experience in workforce management or call center operations
- Strong analytical skills with ability to interpret complex data sets
- Proficiency in workforce management software and MS Excel
- Excellent communication and problem-solving abilities
- Ability to work in a fast-paced, high-pressure environment
- Attention to detail and accuracy in scheduling and reporting
- Knowledge of call center metrics and service level agreements