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Detaje të pozicionit

Përshkrimi

TELEPERFORMANCE ALBANIA worldwide leader in the costumer services in 88 countries, positioned even in Albania is looking for: WFM Analysts (Work Force Management Analyst) Key

Responsibilities: Working in a collaborative and engaging virtual environment, WFM will be responsible for the operational delivery as appropriate for the role. The main responsibility will be to ensure that quality and efficiency targets are achieved, by creating a highly engaging virtual environment and by using Teleperformance standard (TOPS & BEST).

Detyrat

• WFM will be responsible for a team working from home or BM;
• He/she develops to meet and exceed performance and client satisfaction and any other relevant key operational metrics by providing guidance, support and education;
• The WFM Analyst is responsible for: monitoring agents adherence daily reports on service levels and recommendations of where improvement is required analysis daily, weekly and monthly SLA's, AHT;
• Productivity and Adherence;
• Responsible of the Real Time Management of the campaigns;
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment;
• Check and real-time management of status of agents;
• Modify staff in real time;
• Track activities to ensure the Monitoring / Controlling Scheduling process which includes creation of shifts and change of shifts to ensure agent scheduling that optimizes occupancy and service levels;
• Planning vacation time for the agents according to incoming volumes;
• Provide accurate reports to all the departments.

Kualifikimet

Requirements:

• Candidate must possess a Bachelor's/College Degree Usage of MS Office (specially Excel);
• Fluency in English language Excellent written and verbal communication;
• Ability to clearly understand a problem statement;
• Good Problem-Solving skills Logical, analytical & mathematical skills;
• Stress tolerance;
• Strategic thinking;
• Planning and Organizing Flexibility.

Shënime

Për të aplikuar në këtë pozicion pune, dërgo CV-në tek kompania/organizata me email duke klikuar këtu ose apliko nga duapune.com.

Interested?

Apply sending your CV at: [email protected] until 19/08/2022 Please specify the position you are applying for!

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