WFM Real Time Analyst

10 hours ago

Makati City, National Capital Region, Philippines Teleperformance Full time

About the role

We are seeking a motivated and detail-oriented real-time analyst to join our dynamic team at Teleperformance Alphaland Makati. As a WFM Real Time Analyst I, you will play a vital role in ensuring the efficient and effective management of our customer contact operations. This full-time position offers the opportunity to work in a fast-paced, collaborative environment and contribute to the success of our company.

What you'll be doing

  • Monitoring and analyzing real-time contact center data to ensure optimal staffing and service levels
  • Identifying and addressing staffing issues or bottlenecks in a timely manner to maintain high-quality customer service
  • Providing regular updates and reporting on key contact center metrics to stakeholders
  • Collaborating with team members to optimize workforce planning and scheduling
  • Participating in continuous improvement initiatives to enhance operational efficiency
  • Assisting with the implementation of new processes and technologies as needed

What we're looking for

  • Minimum 1 year of experience in a real-time or workforce management role within a contact center environment
  • Strong analytical and problem-solving skills with the ability to interpret data and identify trends
  • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams
  • Proficiency in using workforce management and contact center software tools
  • A keen eye for detail and the ability to multitask in a fast-paced environment
  • A proactive and adaptable mindset to thrive in a dynamic, changing work environment

What we offer

  • Competitive salary and benefits package
  • Opportunities for career development and growth within the organization
  • Supportive and inclusive work culture that values work-life balance
  • Comprehensive training and development programs
  • Employee wellness initiatives and healthcare benefits

About us

Teleperformance is a global leader in customer experience management and digital integrated business services. With a presence in 83 countries and over 380,000 employees, we are committed to delivering exceptional customer service and driving innovation in the industry. Join our team and be part of a dynamic, customer-centric organization that values its people and fosters a culture of collaboration and excellence.

Apply now to become our next WFM Real Time Analyst I and be a part of our success story

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