Teleperformance

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. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed.. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc. 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 accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

real time analyst

Qualifications:
<ul><li style="margin: 6.0pt 0cm 6.0pt 54.0pt;">Excellent communication rapport-building skills.</li><li style="margin: 6.0pt 0cm 6.0pt 54.0pt;">Strong analytical skills </li><li style="margin: 6.0pt 0cm 6.0pt 54.0pt;">Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues</li><li style="margin: 6.0pt 0cm 6.0pt 54.0pt;">Able to take Management direction and cascade to staff </li><li style="margin: 6.0pt 0cm 6.0pt 54.0pt;">Strong coaching skills</li><li style="margin: 6.0pt 0cm 6.0pt 54.0pt;">Provide solutions to escalated issues  and updates on account SLA concern to Operations and uppper management</li></ul>

Responsibilities:
<ul><li style="margin: 6.0pt 0cm 6.0pt 36.0pt;">Develop and implement Customer Service inbound and outbound contact strategies. </li><li style="margin: 6.0pt 0cm 6.0pt 36.0pt;">Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed. </li><li style="margin: 6.0pt 0cm 6.0pt 36.0pt;">Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).</li><li style="margin: 6.0pt 0cm 6.0pt 36.0pt;">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, and 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 resolutionRequired to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy</li><li style="margin: 6.0pt 0cm 6.0pt 36.0pt;">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 accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)</li></ul>

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