WFM Analyst (Work Force Management Analyst)

TELEPERFORMANCE ALBANIA worldwide leader in the costumer services, positioned even in
Albania is looking for a:
WFM Analyst (Work Force Management Analyst)

Key Responsibilities:
The WFM Analyst is responsible for:
 monitoring agents adherence
 daily reports on service levels and recommendations of where improvement is required
 analysis daily, weekly and monthly SLA’s, AHT, Productivity and Adherence.
 Responsible of the Real Time Management of the campaigns
 Co-ordinate and collaborate with operations and other departments to ensure smooth
functioning of the production environment.
 Check and real-time management of status of agents
 Modify staff in real time
 Track activities to ensure the Monitoring / Controlling
 Scheduling process which includes creation of shifts and change of shifts to ensure agent
scheduling that optimizes occupancy and service levels.
 Planning vacation time for the agents according to incoming volumes
 Provide accurate reports to all the departments

Requirements:
Candidate must possess a Bachelor's/College Degree
Usage of MS Office (specially Excel)
 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

Interested? Apply sending your CV through Anegino
Please specify the position you are applying for!