Wfm Real Time Analyst
hace 1 semana
Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a highly-skilled professional to join as Real Time Analyst.
**Your main responsibilities will be**:
- Ensuring the fulfillment/adhesion of the committed plan.
- Monitoring the planned on-line operations, ensuring the highest efficiency in the management of resources (optimizing PVD times, optimal break management, etc...).
- Monitoring on-line call traffic and associated indications (sample, NDS, abandonment %, TMO...).
- Fulfillment of call forecasts and TMO in the short run.
- Taking action in the case of deviation of the inputs considered for the planning of the staff (calls, TMO, auxiliaries, absenteeism).
- Analyzing and proposing actions to improve the attention model, configuring profiles / skills, etc... In order to manage traffic correctly.
- Exploiting on-line data.
- Maintaining the rest of the areas informed of all the events that affect the service, and clients according to the escalating processes that are active.
**Requirements**:
- Bachelor's degree, Higher education
- Advanced level of English
- High proficiency in Office, essential advanced Excel level.
- Active listener
- Result oriented, analysis and synthesis, management of numeric data, tolerance to frustration, decision and resolution.
- Teamwork and communication
Desirable
- Experience in a similar role and/or in planning tasks is valued, as well as experience with contact center tools:
- Teleopti, IEX, etc de planificación
- AVAYA, CISCO, Genesys
**Benefits**:
- Full-time contract
- Competitive Salary Salario competitivo
- Opportunities and growth within the company
- Great work environment.
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