WFM Analyst I

3 days ago

Mandaluyong City, National Capital Region, Philippines Teleperformance Full time $104,000 - $130,878 per year

About the role

We are seeking a WFM Analyst I to join our growing team at Teleperformance EDSA. As a WFM Analyst I, you will be responsible for analysing and optimising workforce management for our busy call centre operations in Mandaluyong City, Metro Manila. This is a full-time role that offers excellent opportunities for career growth and development within our dynamic organisation.

What you'll be doing

  • Analyse call volume trends, staffing levels, and key performance metrics to develop workforce plans that optimise efficiency and customer service
  • Manage the scheduling of call centre agents to ensure appropriate coverage during peak hours and periods of high call volume
  • Identify opportunities to improve processes and implement new workforce management strategies
  • Collaborate closely with call centre managers and supervisors to address staffing challenges and improve overall performance
  • Generate detailed reports and make recommendations to senior leadership on workforce optimisation
  • Provide training and support to call centre agents on workforce management tools and best practices

What we're looking for

  • 1-2 years of experience in a workforce management or call centre operations role
  • Atleast graduate of math releated courses
  • Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
  • Excellent communication and interpersonal skills to collaborate effectively with teams across the organisation
  • Proficient in using workforce management software and tools, such as Verint or Teleopti
  • Knowledge of call centre operations, key performance metrics, and best practices in workforce planning
  • Ability to multitask, prioritise, and work well under pressure in a fast-paced environment

What we offer

At Teleperformance, we are committed to creating a positive and supportive work environment for our employees. We offer a range of excellent benefits, including competitive pay, opportunities for career advancement, comprehensive health and wellness programs, and a collaborative team culture. Join us as we continue to transform the customer experience for leading brands around the world.

About us

Teleperformance is a global leader in customer experience management, offering a wide range of services, including technical support, sales, and customer care. With over 420,000 employees across 83 countries, we are dedicated to delivering exceptional service and creating value for our clients and their customers. Our mission is to be the world's leading provider of outsourced omnichannel customer experience management, digital integrated business services, and related consulting.

Apply now for this exciting opportunity to join the Teleperformance team in Mandaluyong City, Metro Manila

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