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WFM Real-Time Analyst
Location
Bosnia And Herzegovina
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
WFM Real-Time Analyst
Teleperformance
• Create and maintain duty rosters and schedules based on interval-based forecasts, taking into account the requirements of customers, management and employees. • Monitor variances between available and required staff per interval and develop appropriate adjustment measures. • Analyze data and produce statistics, charts and reports. • Continuously expand knowledge of tasks and the tools used. • Serve as a point of contact for employees on all relevant WFM topics. • Collaborate closely with regional and local WFM teams and assume operational responsibilities during absences. • Manage staffing levels and available resources in line with forecasted targets. • Optimize the handled volume across all channels to meet forecasts within defined KPIs and ensure optimal skill allocation.
Job Requirements
- Preferably a commercial/business education or professional experience in service or contact centers.
- Excellent MS Office skills, particularly Excel (pivot tables, formulas, functions, charts, etc.).
- Ideally experience in workforce scheduling/rostering and/or real-time management.
- Experience with planning software (e.g., TSQ, Aspect, or comparable systems) is an advantage.
- Strong numerical aptitude and analytical thinking.
- Very good English and German skills, both written and spoken, are required.
- Ability to analyze critical situations in operational planning and propose suitable solutions.
- Ability to interpret complex contractual provisions related to scheduling and real-time management.
- Strong communication and interpersonal skills.
- High resilience and flexibility.
- Team-oriented working style.
- Analytical, structured and results-oriented work approach with a high degree of initiative.
- High accuracy and strong attention to detail.
Benefits
- Health and safety programs
- Company pension plan
- Paid vacation
- Flexible working arrangements
- Professional development
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