WFM Analyst (Work Force Management Analyst)
Anegino ad no
AT41GP34
Industry
Services
Job Description
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 until 25/03/2021
Please specify the position you are applying for!
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 until 25/03/2021
Please specify the position you are applying for!
Data e aplikimit të fundit : 25 Mars 2021