Urgent Hiring Workforce Management Real Time Analyst

16 hours ago

Taguig, National Capital Region, Philippines Teleperformance Full time $40,000 - $80,000 per year

Teleperformance, a global leader in customer experience management, is seeking a talented and experienced Workforce Management Real Time Analyst to join our dynamic team in Taguig City, Metro Manila. As a Workforce Management Real Time Analyst, you will play a crucial role in optimizing staffing levels and ensuring exceptional customer service delivery across our contact center operations.

Key responsibilities

  • Monitor and analyze real-time contact center metrics to identify opportunities for staffing adjustments and process improvements.
  • Proactively respond to changes in call volumes, service levels, and resource availability to maintain optimal staffing levels.
  • Collaborate with the operations team to develop and implement effective workforce management strategies.
  • Produce daily, weekly, and monthly reports to track key performance indicators and provide insights to management.
  • Continuously identify and implement process improvements to enhance efficiency and customer experience.
  • Provide training and support to the operations team on workforce management best practices.
  • Contribute to the development and maintenance of workforce management tools and systems.

What we're looking for

  • Minimum of 2 years of experience in a workforce management or real-time analysis role within a contact center environment.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
  • Proficient in using workforce management tools and software, such as Aspect, Calabrio, or Verint.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
  • Adaptable and resilient, with the ability to thrive in a fast-paced, dynamic environment.
  • Familiarity with contact center operations, metrics, and key performance indicators.

Apply now to join our talented team and contribute to the success of Teleperformance Aura

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