Jobs / Field Monitor Jobs / Real Time Analyst
Full Time
Teleperformance Global Services FZ-LLC -
UAE , Dubai
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Teleperformance Global Services FZ-LLC
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Job Details

Employment Full Time
Gender Any
Education MBA/PG Diploma in Business Mgmt(Information Technology)
Category People & Staffing Operations
Industry Customer Service & Call Center

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.

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About Teleperformance Global Services FZ-LLC
UAE, Dubai
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