WFM Real Time Analyst I
AI summary
Teleperformance Kenya is hiring a WFM Real Time Analyst I to manage real-time workforce operations in a contact center environment. The role involves monitoring KPIs, managing agent schedules, making intraday staffing adjustments, and generating performance reports to maintain service levels. Candidates will collaborate with operations, training, and management teams to optimize workforce utilization and operational efficiency.
- Real-time monitoring of contact center KPIs and service levels
- Intraday schedule management and staffing adjustments
- Workforce forecasting and performance reporting
- Collaboration with operations, training, and management teams
- Emergency response for operational disruptions
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, part_time, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest WFM Real Time Analyst I evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Teleperformance and the role in Not specified.
- Add concrete examples related to call_center, part_time, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this WFM Real Time Analyst I role in call_center, part_time?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Teleperformance before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
RTA ensures the efficient and effective real-time management of operational processes and resources within a business or contact center environment. This involves monitoring, analyzing, and responding to real-time data and events to optimize workforce utilization, maintain service levels, and enhance overall operational performance. Additionally, the role involves creating and managing staff schedules to align with expected workloads, employee availability, and service goals.
Real-Time Monitoring: Continuously monitor various operational metrics and key performance indicators (KPIs) in real-time to ensure that service levels are being met and operational goals are achieved.
Schedule Adherence: Monitor agent adherence to schedules, including breaks, lunches, and other activities, and take corrective actions to address any deviations to ensure smooth operations.
Intraday Management: Make on-the-fly adjustments to schedules based on changing call volume patterns, agent availability, and other operational dynamics to optimize staffing levels.
Service Level Management: Analyze real-time data to ensure that service level agreements (SLAs) and other performance targets are being met and implement strategies to maintain or improve them.
Performance Reporting: Generate and distribute regular and ad hoc reports that provide insights into operational performance, agent productivity, and other relevant metrics.
Workforce Forecasting: Collaborate with other teams to develop short-term and long-term workforce forecasts based on historical data, trends, and upcoming events.
Scheduling: Create, modify, and manage staff schedules that align with call volume forecasts, agent availability, and business requirements.
Communication: Maintain effective communication with supervisors, managers, and agents to ensure everyone is aware of schedule changes, performance targets, and operational updates.
Emergency Response: Address unexpected disruptions, such as technical issues or staff shortages, by making quick decisions to minimize their impact on service levels.
Data Analysis: Utilize statistical techniques, predictive modeling, and data analysis to identify trends, patterns, and areas for improvement in operational efficiency.
Collaboration: Collaborate with various teams, including operations, training, and management
Process Improvement: Continuously seek opportunities to improve scheduling processes, real time monitoring techniques, and other aspects of workforce management.
Technology Utilization: Leverage workforce management tools, software, and reporting systems to optimize scheduling and real-time decision-making.
Adaptability: Be prepared to adapt to unexpected changes, emergencies, and varying call volume patterns while maintaining service levels and agent satisfaction.
Training and Development: Provide training and guidance to agents and supervisors on schedule adherence, performance expectations, and best practices for maintaining operational efficiency.
Requirements
- Bachelor of Science in Statistics, Computer science, Mathematics, Finance, general business, Accounting, or a related field
- Minimum of 1 years'
Experience
- in real time management and monitoring
- Previous
- in customer service is desirable
- Great people skills
- Should be flexible to work in shifts both day and night
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Knowledge and
- in reading, analyzing, and interpreting reports and support procedures
- Ability to effectively present information and respond to questions from management, peers and customers
- Ability to handle service delivery and service assurance processes and structures in a large environment
- Self-driven, customer centric and team player
- Proactive and self – motivated
- We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.
- Check how your CV aligns with this job
- Method of Application
- Interested and qualified candidates should apply using the Apply Now button below.
- Build your CV for free.
- Download in different templates.