WFM Analyst at TransPerfect

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce management, Real-time queue management, Data analysis, Time management, Problem-solving, Critical decision-making, Communication skills, Workforce scheduling software, Forecasting, Reporting, Process improvement, Data integrity

Industry

Legal Services

Description

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. As a WFM Analyst you will use analysis, time management, and problem-solving skills to manage real time volume. The position requires a high-level of critical decision-making capabilities and strong communication skills to interact with multiple departments. Your primary goal will be to effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals. Responsibilities: Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goals Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time. Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume. Make recommendations and help set priorities when planning and scheduling off phone activities Establish and maintain communication channels to ensure scheduling and resources are met Monitor queue and track inbound calls and other intraday reports Responsible for analyzing and administering schedule optimizations and approving and administering real time exceptions Actively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunities Process schedule event activities and adherence exceptions Document work function processes and procedures Produce reports from the workforce management system as requested Ensure data integrity within WFM system TransPerfect is the world’s largest provider of language services and technology solutions for global business. From offices in over 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 4,000 global organizations employ TransPerfect’s GlobalLink® Product Suite to simplify management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at www.transperfect.com. To learn more about our company culture, please watch our videos below: TransPerfect Effect TransPerfect Core Values

Responsibilities

The WFM Analyst is responsible for generating staff schedules based on forecasted volume and monitoring real-time associate performance. They must also manage queue metrics, handle schedule optimizations, and ensure data integrity within the workforce management system.