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Experience
1 - 6 Years
Job Location
Education
MBA/PG Diploma in Business Mgmt(Information Technology)
Nationality
Any Arab National, Any GCC National, Any European National
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Monitor real-time agent activity and queue performance, identifying and addressing immediate issues impacting service levels.
- Analyze intraday trends and forecast deviations from planned staffing levels, proactively recommending adjustments to meet service goals.
- Generate and distribute real-time and historical performance reports, providing actionable insights for operational improvements.
- Manage and optimize agent schedules, including real-time adherence monitoring and break/lunch management to ensure efficiency.
Desired Candidate Profile
- A Bachelor's degree in a relevant field such as business administration, statistics, or a related discipline is preferred.
- Candidates should have at least 2-3 years of experience in a contact center environment, with a focus on workforce management or real-time analysis.
- Strong proficiency in workforce management software (e.g., Aspect, Verint, Avaya WFM) and related tools is essential.
- Demonstrated ability to analyze data, identify trends, and make data-driven recommendations to improve performance.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Capacity Planner
- Real-time Specialist
- Operations Analyst
- Problem-Solving
- Performance Analyst
- Workforce Analyst
- Scheduling
- Reporting
Teleperformance Global Services FZ-LLC
NA
Rim - HR
601 Floor 6 ACSS Building, Dubai outsource zone, Dubai, Dubai, United Arab Emirates,, Dubai, United Arab Emirates (UAE)