WFM Analyst I

About the role

We are seeking a WFM Analyst I to join our growing team at Teleperformance McKinley West. As a WFM Analyst I, you will be responsible for analyzing and optimizing workforce management for our busy call center operations in Taguig City, Metro Manila. This is a full-time role that offers excellent opportunities for career growth and development within our dynamic organization.

What you'll be doing

• Analyze call volume trends, staffing levels, and key performance metrics to develop workforce plans that optimize efficiency and customer service
• Manage the scheduling of call center agents to ensure appropriate coverage during peak hours and periods of high call volume
• Identify opportunities to improve processes and implement new workforce management strategies
• Collaborate closely with call Centre managers and supervisors to address staffing challenges and improve overall performance
• Generate detailed reports and...