URGENT Workforce Analyst

2 days ago

Pasay, National Capital Region, Philippines Teleperformance Full time

About the role

We have an exciting opportunity for a Workforce Analyst - Scheduling Focus to join our dynamic team at Teleperformance in Pasay City, Metro Manila. As a full-time Workforce Analyst, you will play a crucial role in ensuring the efficient scheduling and staffing of our call centre operations to deliver exceptional customer experiences.

What you'll be doing

  • Analyse historical data and forecasts to create accurate staffing plans and schedules that meet business needs and customer demands
  • Continuously monitor and adjust schedules to optimise efficiency and productivity
  • Collaborate with team leaders and managers to identify and address staffing challenges
  • Provide support and guidance to the operations team on scheduling best practices
  • Generate and present detailed reports on workforce metrics and performance
  • Identify opportunities for process improvements and implementation of new scheduling tools and techniques

What we're looking for

  • Minimum of 2 years of experience in a workforce management or scheduling role, preferably in a call centre or customer service environment
  • Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
  • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams
  • Proficiency in using workforce management software and tools, such as Aspect or Verint
  • Familiarity with call centre operations, including forecasting, staffing, and scheduling best practices
  • A keen eye for detail and the ability to work in a fast-paced, dynamic environment

What we offer

  • Competitive salary and bonuses
  • Comprehensive health and wellness benefits
  • Opportunities for career growth and development
  • Supportive and inclusive work culture
  • Team-building activities and social events

About us

Teleperformance is a global leader in customer experience management, offering a range of solutions including customer care, technical support, and back-office services. With a presence in over 80 countries, we are committed to delivering exceptional service and driving business success for our clients. Join our team and be a part of our exciting journey

Apply now and let's discuss how you can contribute to our success.

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