Company Description:
Teleperformance is a global digital business services company that delivers advanced, digitally powered business solutions to streamline the operations of the world's best brands. With global scale and local presence, Teleperformance is committed to supporting communities, clients, and the environment.
Job Description:
The RTA must manage the following KPIs: FC engagement/Accuracy, QoS/EQ/SL, AHT, Shrinkage, Margin… and makes sure that all the real time adjustments, actions and analysis are done accurately and on time. By having a good knowledge of the account specific KPIs, the contract, the bonus/malus and the daily challenges.
Responsibilities:
1.Takes in charge the Real time reporting's and analysis:
•QMAT tracker understanding and utilization
•Enclosure understanding and utilization
•All Best WFM related tasks and action
•Regular Communication with CCM and ACCM
•Create and decide the task list of the team for each different scenario
2.Forecast and anticipate the day/weal:
•Analyze historical and real time result to project and anticipate the day
•Create action plans based on the different scenario on the account
•Communicate with operation on the projected scenarios and actions, and give a real time follow up to ACCM/CCM
•Ensure that the actions are done by the team and the ops
3.Participate to the different ops & WFM Meeting
•Weekly/Daily meetings with the MCC to discuss the priorities and KPIs
•Participate to the Ops meeting to share advice and recommendations (DSM, Intraday meeting)
•Weekly meeting with the ACCM/CCM to coordinate and decide major action plans
•Escalates, discuss and shares the intraday/daily challenges with the ACCM/CCM to decide efficient actions
•In charge of Best WFM process application on the managed account(s)/Team(s)
Requirements:Proficiency in German and English is a must (B2 or above)Bachelor’s degree or equivalent experience in a call center or business-related field (e.g., RTM, WFM)2 years of experience in an inbound/outbound call center or equivalentSpecific Skills:ACD tools (Avaya, Genesys…etc.)Data and reporting tools (Excel, Access, Cognos)Datamining skills (Scoring, Segmentation…etc.)CCMS knowledge (Reporting's related to ABS, Attrition, FTE…etc.)We offer youA great team, high level of independence, and room for creativity in a growth-oriented, innovative, and globally active company.A dynamic work environment: flat hierarchies, direct communication from intern to CEO, open doors, short distances, helpful and dedicated colleagues.A passionate work environment where employee well-being matters, and access to free fruit, a company football team, or a kicker table in the break room is a given.