WFM Real Time Analyst, Mandarin

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August 30

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Teleperformance

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B2B • Business Services • Recruitment

Teleperformance is a global leader in customer experience management and digital integrated business services. They operate in various locations, including Spain, where they offer job opportunities in cities like Barcelona, Madrid, and Seville. The company is renowned for providing excellent career growth opportunities and has job categories that include Customer Service, Business Development, Marketing, Sales, Human Resources, and more. Teleperformance is committed to employee experience and cultural diversity, with vacancies for multilingual professionals, reflecting its global presence and multicultural team environment. They emphasize using technology and data privacy in delivering their services, ensuring tailored and effective business solutions for their clients.

10,000+ employees

Founded 1978

🤝 B2B

🎯 Recruiter

📋 Description

• 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 resolution • Required 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 accordingly • Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

🎯 Requirements

• 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.