WFM Real Time Analyst I

Teleperformance (TP)

1 - 2 years

4 - 7 Lacs

thane

Posted:2 days ago| Platform:

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Skills Required

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

Work Mode

Work from Office

Job Type

Full Time

Job Description

Looking to onboard a skilled professional with 1-2 years of experience to join our team as a WFM Real Time Analyst I in Bengaluru. The ideal candidate will have a strong background in customer experience management and excellent analytical skills.

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 processes.
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 results.
Analyze data and metrics to identify trends and areas for improvement, providing actionable insights to stakeholders.

Job Requirements

Strong understanding of CRM/IT Enabled Services/BPO industry trends and best practices.
Excellent analytical and problem-solving skills, with the ability to work in a fast-paced environment.
Effective communication and interpersonal skills, enabling collaboration with diverse stakeholders.
Ability to develop and maintain complex reports and dashboards using various tools and technologies.
Strong attention to detail and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
Experience working with large datasets and identifying valuable insights that inform business decisions.
A formal team leader of more junior co-workers and may set day-to-day operational objectives.

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