Workforce Management Analyst

1 week ago


Uncha Samana, India Teleperformance Full time

We are in search of WFM schedulers, who have experience with IEX and can join our team in the upcoming 45 days.

  • Schedule Creation:
    - Design staff schedules taking into account projected workloads, service level goals, and productivity needs. Analyze call volumes, customer demand trends, staffing limitations, and employee availability to establish efficient schedules.
  • Workforce Optimization:
    - Improve workforce efficiency by aligning staffing levels and competencies with workload fluctuations. Prevent overstaffing or understaffing issues, ensuring ample coverage while managing expenses.
  • Schedule Adherence:
    - Oversee and regulate employees' adherence to designated schedules. Monitor attendance, breaks, meal times, and time-off requests to guarantee adherence to set schedules and address any deviations.
  • Real-Time Monitoring:
    - Continuously observe real-time performance indicators like service levels, average handling times, and agent availability. Promptly adjust schedules or resource distribution to sustain optimal service levels and rectify any disruptions or imbalances in operations.

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