About us
Teleperformance is a global leader in customer experience management and digital integrated business services. With a presence in 83 countries and over 380,000 employees, we are committed to delivering exceptional customer service and driving innovation in the industry. Join our team and be part of a dynamic, customer-centric organization that values its people and fosters a culture of collaboration and excellence.
About the role
We are seeking a motivated and detail-oriented real-time analyst to join our dynamic team at Teleperformance McKinley. As a WFM Real Time Analyst I, you will play a vital role in ensuring the efficient and effective management of our customer contact operations. This full-time position offers the opportunity to work in a fast-paced, collaborative environment and contribute to the success of our company.
What you'll be doing
- Monitoring and analyzing real-time contact center data to ensure optimal staffing and service levels
- Identifying and addressing staffing issues or bottlenecks in a timely manner to maintain high-quality customer service
- Providing regular updates and reporting on key contact center metrics to stakeholders
- Collaborating with team members to optimize workforce planning and scheduling
- Participating in continuous improvement initiatives to enhance operational efficiency
- Assisting with the implementation of new processes and technologies as needed
What we're looking for
- Minimum 1 year of experience in a real-time or workforce management role within a contact center environment
- Strong analytical and problem-solving skills with the ability to interpret data and identify trends
- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams
- Proficiency in using workforce management and contact center software tools
- A keen eye for detail and the ability to multitask in a fast-paced environment
- A proactive and adaptable mindset to thrive in a dynamic, changing work environment
What we offer
- Competitive salary and benefits package
- Opportunities for career development and growth within the organization
- Supportive and inclusive work culture that values work-life balance
- Comprehensive training and development programs
- Employee wellness initiatives and healthcare benefits
Apply now to become our next WFM Real Time Analyst I and be a part of our success story!
