Workforce Real Time Analyst - Teleperformance MOA
About the role
As a Workforce Real Time Analyst at Teleperformance, you will play a vital role in ensuring the efficient and effective management of our call centre operations at our Mall of Asia site in Pasay City, Metro Manila. This is a full-time position which will see you working closely with our leadership team to monitor and optimise the real-time performance of our agents, with the aim of delivering an outstanding customer experience.
What you'll be doing- Monitoring real-time call centre metrics and key performance indicators to identify potential issues or opportunities for improvement
- Providing timely updates and recommendations to the management team on staffing levels, scheduling, and resource allocation
- Collaborating with team leaders and supervisors to address any operational challenges and implement solutions
- Analysing historical data and forecasting future call volumes to inform workforce planning and scheduling
- Identifying training needs and providing coaching and support to call centre agents
- Documenting processes and procedures to drive continuous improvement
- Supporting the implementation of new technologies and systems to enhance call centre operations
- Proven experience in a workforce management or real-time analyst role within a call centre or customer service environment
- Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
- Excellent communication and interpersonal skills, with the ability to effectively liaise with team members at all levels
- Proficiency in using workforce management and contact centre technologies
- Familiarity with call centre operations and industry best practices
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- A Bachelor's degree or equivalent in a relevant field, such as operations management, business analytics, or computer science
What we offer
At Teleperformance, we are committed to providing a supportive and rewarding work environment for our employees. In addition to a competitive salary, you can expect to enjoy a range of benefits, including:
- Comprehensive health insurance coverage
- Opportunities for career advancement and professional development
- Flexible work arrangements, including the possibility of remote work
- Employee discounts on a variety of products and services
- Wellness initiatives and social activities to promote a healthy work-life balance
About us
Teleperformance is a global leader in the call centre and customer experience industry, with a presence in over 80 countries. Our mission is to create meaningful connections between our clients and their customers, driving loyalty and satisfaction through exceptional service.Join our team and be part of a dynamic, innovative, and people-centric organisation that values its employees and prioritises their growth and success.
Apply now to become our next Workforce Real Time Analyst at our Teleperformance site in Mall of Asia, Pasay City.