The Workforce Management Real-Time Analyst (WFM RTA) is responsible for monitoring and managing real-time adherence to schedules, ensuring optimal service levels, and addressing any immediate issues that arise in the contact centre. The RTA plays a crucial role in maintaining the efficiency and effectiveness of the workforce.

Key Responsibilities:

1. Real-Time Monitoring:
2. 
   

• Continuously monitor call queues, agent statuses, and service levels.
• Identify and address any deviations from the schedule promptly.
• Shrinkage, Attrition and AHT Calulation

1. Adherence Management:
2. 
   

• Ensure agents adhere to their schedules, including breaks and shift start/end times.
• Communicate with agents and supervisors to resolve adherence issues.

1. Incident Management:
2. 
   

• Respond to real-time incidents such as system outages, high call volumes, and agent absences.
• Implement contingency plans to mitigate the impact on service levels.

1. Data Analysis and Reporting:
2. 
   

• Analyze real-time data to identify trends and areas for improvement.
• Generate and distribute reports on adherence, service levels, and other key metrics.

1. Communication:
2. 
   

• Maintain clear and effective communication with agents, supervisors, and management.
• Provide real-time updates and guidance to ensure smooth operations.

Qualifications:

• Bachelors degree in Business, Management, or a related field.
• Experience in a contact center environment, preferably in a workforce management role.
• Proficiency with workforce management software (e.g., Verint, NICE, Aspect).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced, high-pressure environment.

Working Conditions:

• This role may require working in shifts, including nights and weekends, to ensure 24/7 coverage.

Role: Operations - Other

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

About company

Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways.