Deskripsi Pekerjaan
Join Teleperformance, a global leader in outsourced customer experience management, as a Workforce Management Analyst in our Davao office. This is an excellent opportunity to drive operational excellence through data analytics and contribute to the success of our dynamic team.
As a Workforce Management Analyst, you will play a crucial role in optimizing our workforce planning and scheduling processes. Your analytical skills will help ensure we have the right people in the right place at the right time, delivering exceptional service to our clients while maximizing efficiency.
We offer a competitive salary package, comprehensive benefits, and clear pathways for career growth. At Teleperformance, we value your wellbeing and provide a supportive environment where you can thrive professionally and personally.
If you're passionate about data analytics and workforce optimization, and you're ready to make an immediate impact, we encourage you to apply for this position today.
Tanggung Jawab
- Analyze call center performance metrics to forecast staffing requirements and optimize scheduling
- Develop and maintain workforce management models to ensure service level targets are met
- Monitor real-time operations and make adjustments to staffing as needed
- Generate regular reports on workforce performance, adherence, and forecast accuracy
- Collaborate with department managers to understand business needs and adjust workforce plans accordingly
- Implement continuous improvement initiatives to enhance workforce efficiency
- Ensure compliance with all company policies and labor regulations
Kualifikasi
- Bachelor's degree in Business, Mathematics, Statistics, or related field
- At least 2 years of experience in workforce management, capacity planning, or analytics
- Proficiency in workforce management software and advanced Excel skills
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Ability to work effectively in a fast-paced environment
- Experience in a call center or customer service environment is preferred