WFM Scheduling Analyst I Job in Gurgaon at Teleperformance

Teleperformance is hiring for the role of WFM Scheduling Analyst I!

Responsibilities of the Candidate:

• 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.
• May recommend operational improvements.
• Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.

Requirements:

• Positions on this level are fully proficient in executing established standards.
• Works independently within set frames and follows set course.
• Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
• Positions at this level are expected to continuously improve the day-to-day activities/processes.