WFM Analyst I

Teleperformance (TP)

1 - 2 years

2 - 4 Lacs

gurugram

Posted:2 weeks ago| Platform:

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Skills Required

forecasting bpo customer experience management workforce planning operations communication and interpersonal skills contact center crm customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a highly skilled and experienced WFM Analyst I to join our team in Bengaluru. The ideal candidate will have 1-2 years of experience in the field.

Roles and Responsibility

Oversee all operational support aspects of the contact center, including staffing, scheduling, and forecasting systems.
Facilitate and monitor workforce planning issues, ensuring seamless execution of plans.
Develop and implement training programs across the contact center to enhance employee skills and knowledge.
Manage contact center quality issues and support systems implementation and management.
Collaborate with cross-functional teams to achieve business objectives and drive growth.
Analyze data and metrics to identify trends and areas for improvement, providing insights to stakeholders.

Job Requirements

Strong understanding of customer experience management principles and practices.
Excellent communication and interpersonal skills, with the ability to work effectively with diverse groups.
Proficient in CRM/IT enabled services/BPO operations, with experience in WFM tools and technologies.
Ability to analyze complex data sets and provide actionable recommendations.
Strong problem-solving skills, with the ability to think critically and creatively.
Experience in managing multiple priorities and deadlines in a fast-paced environment.

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