Workforce Management Analyst

Position Overview

The Real Time Analyst monitors on a daily basis different levels of Contact Center activities and analyzes performance data in real time. Main purpose of that action is to identify weak points and suggest more efficient management solutions to supervisors and managers.

Key Responsibilities

• Generates and delivers real-time reports to Operations Management Team

• Compares call forecasts with actual results to examine variances, proactively identify scheduling gaps and offers solutions to solve them.

• Provides performance analysis to ensure accurate, timely reporting to support business decisions.

• Proving support to Operations Supervisors by identifying and suggesting more efficient management solutions.

• Take decisions on the number of Operations Customer Experts to be in the Front-Office Group and Back-Office Group and move Operations Customer Experts from one group to another to maximize productivity and Service Level performance.

• Control the Service Levels.

• Break management.

• Be a true team member in Teleperformance – focused on the success of the company and the well-being of the team.

• Interaction with other departments to improve and maximize the project(s) results.

• Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions)

• Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GISP - Global Information Security Policies, ISS - Information Security Standard; CSR - Corporate Social Responsibility policies, Health & Safety, among others.

• Communicate any known infractions of these Corporate Policies and procedures to Teleperformance Management immediately.

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Required Qualifications

Education and specific Training:

• Higher Education Degree (preferential).

• Fluency in English (minimum B2).

Work Experience:

• 1-2 Years of Experience in project management and implementation.

• Proficient in Excel, Word, and Outlook.

• Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.

Soft Skills & Other Requirements

Technical Skills

• Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint);

• Experience managing in Customer Experience Management operations; Competencies and specific skills

• Achievement oriented.

• Analytical ability.

• Initiative.

• Problem solving.

• Team building / Teamwork.