job description
Join Teleperformance in Bali as a WFM Real-Time Analyst and play a pivotal role in optimizing workforce efficiency in our dynamic BPO environment. This is your opportunity to advance your career while ensuring seamless operations through real-time monitoring and strategic decision-making.
As a WFM Real-Time Analyst, you will be at the heart of our operations, analyzing real-time data to drive performance, enhance customer satisfaction, and support our global clients. If you thrive in fast-paced environments and have a passion for data-driven solutions, this role is perfect for you.
Teleperformance offers a collaborative work culture, competitive compensation, and opportunities for professional growth in one of the world's leading BPO companies. Apply now and take the next step in your career in Bali!
Responsibility
- Monitor real-time adherence to schedules and service levels to ensure operational efficiency.
- Analyze call volume trends and adjust staffing levels to meet demand.
- Collaborate with team leaders to address performance gaps and optimize workforce utilization.
- Generate real-time reports and provide actionable insights to management.
- Identify and escalate potential service disruptions to minimize impact.
- Assist in forecasting and capacity planning to support business growth.
- Maintain accurate records of real-time performance metrics.
- Support continuous improvement initiatives to enhance operational effectiveness.
Qualifications
- Bachelor's degree in Business, Statistics, or a related field.
- Proven experience in workforce management or real-time analysis in a BPO setting.
- Strong analytical skills with proficiency in data interpretation.
- Excellent communication and problem-solving abilities.
- Familiarity with WFM software and tools (e.g., Aspect, Verint, or similar).
- Ability to work in shifts and handle high-pressure situations.
- Detail-oriented with a focus on accuracy and efficiency.
- Fluency in English; additional languages are a plus.