Deskripsi Pekerjaan
Join Teleperformance as a WFM Real Time Analyst and become a key driver of operational excellence in our dynamic contact center environment. In this critical role, you'll leverage your analytical skills to optimize workforce management strategies, ensuring our teams are perfectly aligned with customer demand while maintaining service excellence standards.
As a Real Time Analyst, you'll monitor and adjust staffing levels in real-time, analyze performance metrics, and provide actionable insights to improve efficiency and customer satisfaction. This position offers a unique opportunity to make immediate impact on business operations while developing your expertise in workforce management analytics.
We offer a competitive compensation package, comprehensive benefits, and clear career growth pathways within a global leader in customer experience management. If you're passionate about data-driven decision making and thrive in fast-paced environments, this role is your gateway to a rewarding career in workforce management.
Tanggung Jawab
- Monitor real-time contact center metrics and adjust staffing levels to meet service level agreements
- Analyze historical and current data to forecast call volumes and staffing requirements
- Identify trends in call patterns and provide recommendations for workforce optimization
- Collaborate with team leaders to ensure proper staffing coverage across all shifts
- Generate and distribute real-time reports on key performance indicators
- Implement and maintain workforce management strategies to improve efficiency
- Act as the point of contact for real-time escalations and provide immediate solutions
- Continuously refine forecasting models based on actual vs. planned performance
Kualifikasi
- Bachelor's degree in Business Administration, Mathematics, Statistics, or related field
- Minimum of 2 years experience in workforce management, real-time analysis, or contact center operations
- Proficiency in workforce management software and data analysis tools
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication skills with ability to present complex data clearly
- Ability to work effectively in a fast-paced, high-pressure environment
- Knowledge of contact center metrics and service level agreements
- Experience with forecasting models and capacity planning preferred