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WFM Real Time Analyst - English (Bangkok) at Teleperformance

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Rapport-building, Analytical skills, Forecasting, Staffing, Root cause analysis, Troubleshooting, Strategy, Real-time metrics analysis, WFM, Reporting, Coaching, SLA management

Industry

Outsourcing and Offshoring Consulting

Description

Qualifications Excellent communication rapport-building skills. Strong analytical skills Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues Able to take Management direction and cascade to staff Strong coaching skills Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management Responsibilities Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.). Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolutionRequired to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Responsibilities

Develop and implement customer service contact strategies while ensuring call center technologies are running as designed to maximize effectiveness of technology and manpower through involvement in forecasting and staffing. Responsibilities also include conducting root cause analysis, troubleshooting system issues, and analyzing real-time metrics to manage operational performance statistics.