Workforce Management Analyst

hace 2 semanas

Barcelona, Barcelona, España Teleperformance Spain A tiempo completo

Job Summary

Teleperformance Spain, a leading customer experience management company, is seeking a highly skilled professional to join our team as a Workforce Management Analyst. As a key member of our workforce management team, you will play a crucial role in analyzing and improving our workforce management processes to ensure exceptional customer experience.

Key Responsibilities

  • Collaborate with internal stakeholders to understand business needs and develop strategic workforce management plans.
  • Analyze data to identify trends and areas for improvement, and develop recommendations to optimize workforce management processes.
  • Work with external stakeholders to understand customer feedback and develop strategies to improve customer satisfaction.
  • Develop and maintain reports and dashboards to track key performance indicators (KPIs) and provide insights to stakeholders.
  • Communicate effectively with stakeholders to present findings and recommendations, and ensure successful implementation of changes.

Requirements

  • Bachelor's degree in a quantitative field, such as mathematics, statistics, or computer science.
  • Strong analytical and problem-solving skills, with experience working with data and statistical software.
  • Excellent communication and presentation skills, with ability to effectively communicate complex ideas to stakeholders.
  • Experience working in a contact center or customer service environment, with knowledge of workforce management principles and practices.
  • Proficiency in Microsoft Office, particularly Excel, and experience with data visualization tools.
  • Fluency in English, with ability to communicate effectively in a fast-paced environment.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development, with a focus on workforce management and customer experience.
  • A dynamic and collaborative work environment, with a team of experienced professionals.
  • Access to cutting-edge technology and tools, with opportunities to develop new skills and expertise.

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