WFM Analyst (Work Force Management)
Anegino ad no
AN38ZN51
Industry
Services
Job Description
TELEPERFORMANCE ALBANIA the global leader in the contact center services is placed in Albania with two sites, in Tirana and Durres.
For the Tirana site we are looking for: WFM Analyst (Work Force Management)
Main Responsabilities:
The WFM Analyst is responsible for:
Real time monitoring, Planning, Scheduling, Reporting
• The purpose of the position is to monitor and manage the schedule adherence of the Customer Service Representatives as accurately as possible and ensure Customer Service Representatives’ adherence to the schedule
• Besides schedule adherence the job holder will also monitor the development of productivity metrics for the Customer Service Representatives i.e. Emails per hour, After Call Work Time and Average Handle Time
• Produce schedules of Customer Service Representatives
• Proactively recommend training, Overtime, PTO (Vacations) etc. based on the revision of the schedules or intraday reports
• Monitor and adjust scheduling and staffing processes to maximize performance
• Identify opportunities to improve efficiency including schedule rotation, operational hours, split shifts etc
• Planning vacation time for the agents according to incoming volumes
• Provide accurate reports to all the departments
• Monitor real time and intraday the performance and suggest changes to schedules to optimize performance
Requisiti:
• Minimum of 1 year in the call center industry
• Usage of MS Office (Excel)
• Ability to use Internet applications
• Fluency in both English and Italian language
• Excellent written and verbal communication
• Ability to clearly understand a problem statement
• Good Problem Solving skills
• Logical, analytical & mathematical skills
If you are interested to be part of an international company, please send your CV until 30/09/2019 through Anegino!
Please specify the position you are applying for.
Waiting for your application,
Thank you!
For the Tirana site we are looking for: WFM Analyst (Work Force Management)
Main Responsabilities:
The WFM Analyst is responsible for:
Real time monitoring, Planning, Scheduling, Reporting
• The purpose of the position is to monitor and manage the schedule adherence of the Customer Service Representatives as accurately as possible and ensure Customer Service Representatives’ adherence to the schedule
• Besides schedule adherence the job holder will also monitor the development of productivity metrics for the Customer Service Representatives i.e. Emails per hour, After Call Work Time and Average Handle Time
• Produce schedules of Customer Service Representatives
• Proactively recommend training, Overtime, PTO (Vacations) etc. based on the revision of the schedules or intraday reports
• Monitor and adjust scheduling and staffing processes to maximize performance
• Identify opportunities to improve efficiency including schedule rotation, operational hours, split shifts etc
• Planning vacation time for the agents according to incoming volumes
• Provide accurate reports to all the departments
• Monitor real time and intraday the performance and suggest changes to schedules to optimize performance
Requisiti:
• Minimum of 1 year in the call center industry
• Usage of MS Office (Excel)
• Ability to use Internet applications
• Fluency in both English and Italian language
• Excellent written and verbal communication
• Ability to clearly understand a problem statement
• Good Problem Solving skills
• Logical, analytical & mathematical skills
If you are interested to be part of an international company, please send your CV until 30/09/2019 through Anegino!
Please specify the position you are applying for.
Waiting for your application,
Thank you!
Data e aplikimit të fundit : 1 Tetor 2019