TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

As a WFM Analyst you will use analysis, time management, and problem-solving skills to manage real time volume.  The position requires a high-level of critical decision-making capabilities and strong communication skills to interact with multiple departments.  Your primary goal will be to effectively use a combination of workforce scheduling software and real-time queue management software to achieve service level goals.

 

Description:    

Generate schedules for staff based on forecasted volume and workload to ensure adequate staffing to meet service level goalsProactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.Re-Forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs. forecasted volume.Make recommendations and help set priorities when planning and scheduling off phone activitiesEstablish and maintain communication channels to ensure scheduling and resources are metMonitor queue and track inbound calls and other intraday reportsResponsible for analyzing and administering schedule optimizations and approving and administering real time exceptionsActively scan for and pursue new techniques, industry practices, learning opportunities, tools and process improvement opportunitiesProcess schedule event activities and adherence exceptionsDocument work function processes and proceduresProduce reports from the workforce management system as requestedEnsure data integrity within WFM system

Qualifications

Bachelor’s degree or equivalent experience preferredMinimum of 1 year in a call center environmentAbility to handle multiple tasks with competing priorities.Strong mathematical and analytical skillsExceptional organizational, critical thinking, and time management skillsMust be familiar with the following tools: Windows NT, Word, Access, PowerPoint, Excel (including knowledge of pivot tables)Ability to manage multiple activities at one time in a high-pressure environmentExcellent written and verbal communication skillsFamiliar with Contact Center workforce management tools and theories

Desired Skills:

1+ years of previous experience in forecasting, monitoring and analysis of customer contacts in a fast-paced call center real time environment.Verint WFM system (strongly desired)

Remote during Covid. Must have a strong PC or laptop.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.