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Immediate Hirring For WFM Sr Analyst @ Teleperformance

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 Immediate Hirring For WFM Sr Analyst

Job Description

Job Location- Kolkata

Interested candidates can share their resume at ar**********a@te*****************s.com

Call @ 8697668***

WhatsApp resume at 8697668*** .



Roles and Responsibilities


Schedule creation for customer experience staff including internal and outsourced

Partner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external team

Communicate clearly and empathetically around schedules and business needs; built trust and transparency


Collaborate in establishing policies, processes, and standards that support a world-class customer service operation

Keep senior leadership informed of status and performance

Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded.

Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

Ability to build and run scheduling scenarios and provide analysis of potential impacts

Analyze performance data to identify opportunities to operate more effectively and efficiently


Support adding and removing new hires and leavers from WFM systems.

Support site-level resources with real-time management of schedule adherence and productivity

Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.



Well-developed problem-solving and analytical skills


Desired Candidate Profile

3+ years WFM experience in a complex contact center environment

Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth

Effective communicator and relationship builder

Able to travel to other offices nationally and internationally on occasion

Work weekends and holidays as business needs require

Strong attention to detail

Experience with Genesys WFM or similar applications (i.e., Blue Pumpkin/Verint, IEX, Aspect/eWFM)

Ability to learn & manage multiple technical systems

Solid knowledge of Excel



Perks and Benefits : Negotiable ( As per market standard . )



Job Classification

Industry: BPO / Call Centre
Functional Area: Customer Success, Service & Operations,
Role Category: Operations Support
Role: Operations Support
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: Any Postgraduate
Doctorate: Any Doctorate

Contact Details:

Company: Teleperformance
Address: Plot no 408,udyog Vihar, Phase III, Gurgoan, Haryana, GURGAON, Haryana, India
Location(s): Kolkata

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Keyskills:   Scheduling Capacity Planning Real Time Analysis Rostering RTA WFM

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₹ 2,25,000 - 4,75,000 P.A

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Teleperformance

Worldwide leader in outsourced Omni channel customer experience management, serves companies and administrations around the world through its core services of customer care, technical support, and customer acquisition, as well as through its speciali

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