Real-Time Workforce Optimization Analyst

Teleperformance; Warren (MI); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision

Paid Time Off

Job summary

Teleperformance in Warren, MI is seeking a Workforce Management professional to analyze data related to contact center productivity, staffing, and optimization. The role requires identifying trends, recommending process improvements, and collaborating with cross-functional teams in a 24x7 environment.

The position is 100% onsite in Warren; evening/weekend/holiday flexibility is required to support global contact centers.

Qualifications

• Bachelor’s degree preferred or equivalent workforce management experience.
• 2+ years in real-time adherence, forecasting, monitoring and analysis in a contact center environment.
• Experience with workforce management tools and data analytics.

Responsibilities

• Develop and implement workforce strategies to optimize staffing, scheduling and forecasting.
• Maintain records of workforce performance across multiple contact centers.
• Monitor KPIs to identify trends and areas for improvement.
• Analyze transaction volumes, AHT and staffing; report actual vs forecast.
• Manage real-time schedule adherence and occupancy goals.

Skills

Real-time adherence

Forecasting

Monitoring and analysis

Data interpretation

Communication skills

Education

Bachelor’s degree

Tools

NICE IEX WFM

CCPulse

Siebel

Salesforce

Microsoft Excel

Job description

Teleperformance in Warren, MI is seeking a Workforce Management professional to analyze data related to contact center productivity, staffing, and optimization. The role requires identifying trends, recommending process improvements, and collaborating with cross-functional teams in a 24x7 environment.

The position is 100% onsite in Warren; evening/weekend/holiday flexibility is required to support global contact centers.