WFM Real Time Analyst- Mandarin

Teleperformance • Concordia, KS

128d

About The Position

The position involves developing and implementing customer service strategies for both inbound and outbound contact. The role requires ensuring that call center applications, routing, hardware, and software technologies are functioning as intended. The successful candidate will maximize the effectiveness of technology and manpower through direct involvement in forecasting and staffing, while also managing activities related to the Workforce System. This includes working with internal and external partners to analyze issues impacting contact center performance and communicating findings to the leadership team. The role also involves troubleshooting call routing applications and system-related issues, as well as analyzing real-time metrics to maintain operational performance statistics.

Requirements

• Excellent communication rapport-building skills.
• Strong analytical skills.
• Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting-related issues.
• Able to take Management direction and cascade to staff.
• Strong coaching skills.
• Provide solutions to escalated issues and updates on account SLA concerns to Operations and upper management.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications, routing, hardware and software technologies are running as designed.
• Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing.
• Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX).
• Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance.
• Communicate findings and resolution to the leadership team and WFM.
• Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution.
• Interact daily with the call center leadership team through project work, presentations, defect analysis, problem solving and strategy.
• Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly.
• Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis.

What This Job Offers

• Number of Employees: 5,001-10,000 employees