TP

WFM Real Time Analyst I-Grade B1

TP  •  Dublin, IE (Onsite)  •  1 month ago
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Job Description

Scheduling/Real Time Analyst

Responsibilities to include but not be limited the following

  • Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
  • Enforce real time adherence in all Work Types and Markets within the scope of operation
    • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs

  • Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
  • Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
    • Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
    • Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks

  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

    • Recommended Qualifications

  • 3+ years of tenure in WFM intraday and scheduling positions
  • Proven experience in operating and directly handling a scope of more than 500 FTEs
    • Proven experience in scheduling distribution/bidding of more than 2000 FTEs

  • Creative and problem solving oriented
  • Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)
  • Excellent communication skills
    • Proactive and able to take decisions based on real time situations
    • Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable

  • Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
  • Studies in Engineering, Business Administration, or related fields
  • Experience working with internal/ external stakeholders in multiple geographic regions
    • TP

    About TP

    TP is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

    We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

    Industry
    Consulting & Advisory
    Company Size
    10,000+ employees
    Headquarters
    Paris, FR
    Year Founded
    Unknown
    Website
    teleperformance.com
    Social Media