日本と海外をつなぐクラウドソーシング

Teleperformance

Workforce Real Time Analyst

2014/12～ 2017/10

Duties and Responsibilities May Include:

– Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.

– Monitors site to ensure optimal staffing levels.

– Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

– Administers volume contingency action plans as deemed necessary and appropriate.

– Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

– Facilitates real-time discussions with necessary stakeholders.

– Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

– Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.

– Ensures that all reports originating from the department are accurate and reliable.

– Helps with the integration and implementation of new call center technologies.

– Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.



Transferable Skills:

– Intermediate knowledge of call center management and all related calculations

– Intermediate knowledge of various forecasting / scheduling software

– Strong organizational skills

– Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

– Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion

– Ability to work independently with minimal supervision.

– Capability of problem solving