BPO Workforce Management Analyst

12 hours ago

Mandaluyong City, National Capital Region, Philippines Teleperformance Full time $40,000 - $60,000 per year

The Opportunity

Teleperformance, a leading global provider of outsourced customer experience management services, is seeking a talented BPO Workforce Management Analyst to join their dynamic team in Mandaluyong City, Metro Manila. As a full-time BPO Workforce Management Analyst, you will play a crucial role in optimising staffing and efficiently managing the workforce to ensure exceptional customer service delivery.

Key Responsibilities

  1. Conduct in-depth analysis of call volume, staffing levels, and operational data to identify trends and opportunities for improvement
  2. Develop and implement effective workforce management strategies to align staffing with business needs and ensure efficient resource utilisation
  3. Collaborate with cross-functional teams to forecast workload and plan staffing requirements
  4. Monitor and report on key performance metrics, identifying areas for optimisation and recommending solutions
  5. Participate in the development and refinement of workforce management processes and tools
  6. Provide training and support to team members on workforce management best practices
  7. Contribute to the continuous improvement of the organisation's operational efficiency and customer experience

What We're Looking For

  1. Minimum of 1 year of experience in a BPO or call centre workforce management role
  2. Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights
  3. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
  4. Proficiency in data analysis tools and workforce management software
  5. Demonstrated experience in forecasting, scheduling, and staffing optimisation
  6. Adaptable and able to thrive in a fast-paced, dynamic environment
  7. Bachelor's degree in Business, Statistics, or a related field

What We Offer

At Teleperformance, we are committed to creating an inclusive work environment that empowers our employees to reach their full potential. We offer a range of attractive benefits, including competitive compensation, opportunities for career advancement, and a supportive team culture. We also prioritise the wellbeing of our employees and provide various health and wellness initiatives. Join our team and be a part of a global leader in customer experience management.

Apply now for this exciting opportunity to become a BPO Workforce Management Analyst with Teleperformance.

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