WFM Scheduling Analyst II

TGBPL TP India - IBU; Malad; On-site; INR 500,000 - 800,000; Full time

Job summary

TGBPL TP India - IBU is seeking a professional to analyze contact center trends and manage team productivity in Malad, Jammu and Kashmir.

The role involves conducting call forecasting, improving processes, and supervising team members to achieve operational excellence. The ideal candidate will autonomously generate workload and make operational decisions.

Responsibilities

• Analyze contact center trends for operational improvements.
• Conduct call pattern forecasting and schedule planning.
• Generate and manage workload autonomously.
• Supervise less experienced professionals.
• Enhance operational efficiency through process improvements.
• Manage short-term activities within the team.

Job description

Job Description

• Analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
• Conducts call pattern forecasting and schedule planning activities to help meet business unit objectives.
• Makes recommendations for operational improvements.
• Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
• Generates and initiates own workload and does not require instructions or guidelines.
• May supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.
• Improves day-to-day activities/processes to enhance operational efficiency.
• Manages and oversees the implementation of short-term activities within the team.
• Makes operational decisions within a defined scope.
• Delivers professional responsibilities focusing on professional excellence.
• Manages a team of individual contributor co-workers.

Teleperformance is an Equal Opportunity Employer.