We are looking for:
WFM Real Time Analyst
BASIC JOB DESCRIPTION:
- As a WFM Real-Time Analyst, you will be responsible for overseeing daily operations and ensuring optimal service levels by proactively monitoring real-time performance metrics. You will work closely with supervisors, managers, and the scheduling team to make necessary adjustments to staffing, handle any issues related to capacity, and support the overall efficiency of our workforce operations.
RESPONSIBILITIES:
- Take necessary actions to keep all KPIs in cases of low or high capacity
- Track attendance according to the planned shift and informing the operations or team managers for missing persons.
- Take necessary actions during the day to achieve KPI targets (break, lunch use, AHT control, etc.)
- Keep a log of all actions taken during the day
- Notify the necessary teams in case of system outages (information transfer to Teleperformance or customer channels)
- To know and follow all KPIs of the project. Generating alarms when necessary to reach the target.
- Create the operation absence report on a daily basis.
- Keep the files of the project up to date.
- Ensure that all realized values are entered into the Monitoring tools used in the operation.
- Communicate the situation to the representative manager when there are agents who are on the line for a long time (longer than the agreed target)
QUALIFICATIONS:
- Being an associate or undergraduate.
- Knowledge and experience in measuring productivity.
- Good use of MS Office applications, specifically Excel
- Proactive approach and skills to communicate effectively with all management levels.
- Advanced organizational skills and the ability to determine business priorities in a busy work schedule.
- Result-oriented, motivated and professional perspective
- Ability to establish an exemplary communication with colleagues and managers, to act in accordance with the company rules and confidentiality agreements, not to leave customer information outside the company, not to share, not to use for own or third parties' benefit.
- Taking responsibility for improving performance
- Being careful, detail-oriented and proactive, have reporting skills
LANGUAGE SKILLS:
- Excellent written and verbal communication in English
WORK EXPERIENCE:
- Experience in a Call center is preferred, but not required
Please apply with your resume using the LINK
