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Workforce Analyst

3 months ago

Gurugram, India Teleperformance Full time
  • Monitor Real Time Queues, manage skilling to align manpower to incoming volumes & planned schedules, manage & approve exceptions, offer OT & VTO as needed, to ensure that the Service Levels are met.
  • 1-2 Years of experience in Realtime Analyst with good communication skills
  • Basic understanding of Telephony, good analytical skills and knowledge of any WFM tool
  • Understands real time skilling in a multi-skilled & tiered staffing environment.
  • Ability to manage intraday to ensure SLA targets are met, including monitoring call queues, adjusting skilling proactively, handling emails & calls and monitoring agent schedule adherence.
  • Assist in the attendance process, absence reporting & shrinkage management and gap analysis.
  • Short-term (same day, next day) forecasting & trend analysis for volume, AHT, shrink, etc.
  • Strong knowledge of MS Office


Interested candidates can share their application on diksha.gupta1@teleperformance.com