WFM Real Time Analyst I

Teleperformance (TP)

1 - 2 years

4 - 7 Lacs

thane

Posted:5 hours ago| Platform:

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Skills Required

wfm bpo customer experience management workforce planning 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 Real Time Analyst I to join our team. 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, such as policy and procedure implementation.
Monitor training programs across the contact center and ensure quality standards are met.
Develop and implement relevant solutions to improve day-to-day activities and processes.
Lead a team of junior co-workers and set daily operational objectives.
Collaborate with cross-functional teams to achieve business goals.

Job Requirements

Minimum 1 year of experience in a related field, preferably in WFM or real-time analysis.
Strong knowledge of CRM/IT enabled services/BPO industry trends and technologies.
Excellent communication and problem-solving skills, with the ability to work independently.
Ability to develop and implement effective solutions to complex problems.
Strong analytical and reporting skills, with attention to detail and accuracy.
Experience with teleperformance tools and software, focusing on customer experience management.

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