Scheduling Analyst

Teleperformance (TP)

1 - 2 years

3 - 6 Lacs

mohali

Posted:18 hours ago| Platform:

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Skills Required

forecasting bpo customer experience management business unit scheduling tools leadership skills leadership contact center crm customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibility

Analyzes contact center trends, including call volume, patterns, staff productivity, attrition rates, and resource allocation.
Conducts call pattern forecasting and schedule planning activities to meet business unit objectives.
Recommends operational improvements based on analysis results.
Develops knowledge base from professional/university degree and practical professional experience.
Leads a team of more junior co-workers and sets day-to-day operational objectives.
Continuously improves day-to-day activities/processes.

Job Requirements

Minimum 1 year of experience in scheduling, forecasting, or analysis.
Strong analytical and problem-solving skills with attention to detail.
Excellent communication and leadership skills.
Ability to work independently and as part of a team.
Strong knowledge of CRM/IT Enabled Services/BPO industry trends and practices.
Experience with scheduling tools and software.
A formal team leader role is expected for this position.

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