WFM Real Time Analyst (657)

The WFM Real Time Analyst is responsible for real-time and intraday management of resources to ensure the correct number of agents are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

Requirements

• Demonstrate sound work ethic.
• Excellent analytical, organizational, and communication skills.
• Basic Excel skills.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
• Working experience with tools such as IEX, Aspect, Calabrio or Omnichannel Contact Center Software, Forecasting / Workforce Management solutions.
• Ability to multi-task, focus and complete reports for extended periods of time.
• Previous Work Force Management experience is considered an asset.
• Must have good time management with the ability to work with minimal supervision and under tight timelines.
• Able to communicate professionally - oral and written.
• Organized with the ability to quickly and effectively adapt to change.
• Capable of managing multiple, simultaneous projects.
• 12 Months tenure within the Teleperformance.
• Must have positive attendance within the last 12 months.
• Matric Equivalent.
• Must be meeting current KPI’s consistently for 3 months +.
• Work closely with the operations team to analyze and help improve their delivery processes.