
BPO Workforce Management Analyst
3 days ago
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
- Conduct in-depth analysis of call volume, staffing levels, and operational data to identify trends and opportunities for improvement
- Develop and implement effective workforce management strategies to align staffing with business needs and ensure efficient resource utilisation
- Collaborate with cross-functional teams to forecast workload and plan staffing requirements
- Monitor and report on key performance metrics, identifying areas for optimisation and recommending solutions
- Participate in the development and refinement of workforce management processes and tools
- Provide training and support to team members on workforce management best practices
- Contribute to the continuous improvement of the organisation's operational efficiency and customer experience
What We're Looking For
- Minimum of 1 year of experience in a BPO or call centre workforce management role
- Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Proficiency in data analysis tools and workforce management software
- Demonstrated experience in forecasting, scheduling, and staffing optimisation
- Adaptable and able to thrive in a fast-paced, dynamic environment
- 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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