Work Force Management Coordinator

TELEPERFORMANCE ALBANIA worldwide leader in the costumer services, positioned even
in Albania is looking for a:

Work Force Management Coordinator
Key Responsibilities:
The WFM Coordinator is responsible for:
 The Workforce Management Coordinator is a member of the Workforce Management Team
providing WFM support for multiple business units within client
 The WFM Team drives the execution of strategy to achieve our client’s quantitative and
financials objectives
 The key responsibilities of this role will be maintaining historic data and trending, producing
accurate volume forecasts, and managing real-time behaviors such as adherence, occupancy,
utilization
 The successful candidate will be a powerful team player and will be known as an active
participant in process innovation and efficiency.
 Manage a team of Mission Controls (real time monitoring)
 Oversee and maintain the Workforce Management (WFM) tools utilized for forecasting and
scheduling. Appropriately forecast and account for growth due to seasonal variations and
special events.
 Provide clear communication of the forecasted workload, changes, assumptions, inputs, etc. to
the Responsible and department supervisors.
 Data analysis, trending, and preparation of hourly, daily and campaign performance reports.
 Plan and schedule approved off phone activities to ensure SL objectives are met.
 Support the development of intra-day, end of day, weekly and monthly reports that provide
insight into contact volume trends
 Maintain confidentiality relative to organizational strategies, objectives, and practices.
 Manage metrics and reports in real time
 Analyze strategies to achieve the objectives ( KPI ) ;
 Monitor real-time staffing Adherence Alerts, real-time ACD agent work state reports
 Ownership & administration of intraday schedule changes
 Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and
call per hour metrics
 Actively involved in process improvement and KPI development
 Coordinate and interact with internal and external integrated partners regarding real-time
performance, making adjustments where necessary to balance client and operational goals
 Provide clear and tactful communication to Client Delivery Management, Client Account
Managers and Client Teams
 Develops and presents analytical reporting using available data understanding the needs of
stakeholders at differing levels of authority (from agent to executive team)
 Other duties as assigned

Requirements:

 Bachelor's degree
 1-3 years of knowledge and experience with call center workforce management
programs
 Excellent usage of MS Office
 Fluency in English, understand the Italian language
 Communication Skill (Oral and Written)
 Interpersonal skills
 Leadership
 Analytical & Mathematical Skills
 Problem solving skills
 Time Management
 Scheduling & Planning Skills
 WFM Processes & Settings Knowledge
 Management and critical thinking skills

Interested? Apply sending your CV through Anegino until 30/01/2021
Please specify the position you are applying for!