WFM / Real Time Management

Teleperformance is a global digital business services company that delivers advanced, digitally powered services to streamline business operations for top brands. With a global scale and local presence, Teleperformance aims to support communities, clients, and the environment in meaningful and sustainable ways.

Job Summary:

As a WFM Real-Time Analyst, you will play a critical role in ensuring the smooth and efficient operation of our contact center. You will be responsible for monitoring and managing key performance indicators (KPIs) related to customer engagement, quality, service level, average handle time, shrinkage, and margin. By analyzing real-time data and taking proactive actions, you will help to optimize our operations and deliver exceptional customer service.

Key Responsibilities:

• Utilize QMAT tracker to understand and analyze real-time performance.
• Monitor pre-closure performance and take appropriate actions.
• Perform all relevant WFM tasks and activities.
• Maintain regular communication with CCM and ACCM.
• Create and assign task lists for the team based on different scenarios.
• Analyze historical and real-time data to project and anticipate daily and weekly trends.
• Develop action plans to address potential challenges.
• Communicate projections and action plans to operations and management.
• Ensure timely implementation of actions by the team and operations.

Requirements:

• Bachelor's degree or equivalent experience in a call center or business-related field (e.g., RTM, WFM)
• Hands on Experience as a WFM/ Real Time Analyst from 6 Months to 2 Years.
• Fluent in English language (B2).
• Proficiency in WFM tools and software.
• Proficient in Excel, Word, and Outlook.
• Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.

Desired Skills:

• Strong analytical and problem-solving skills
• Proficiency in WFM tools and software
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Detail-oriented and organized
• Knowledge of contact center operations and metrics