The Webhelp Group specializes in global Business Process Outsourcing (BPO), in customer experience, payment services, sales, digital & marketing, across a range of voice, social and digital channels. Currently active in 26 countries, the company employs more than 35,000 Webhelpers across 86 services centres.
The Webhelp Group is headquarted in Paris, France. The company has grown its revenues by more than 250% in the last 4 years by investing heavily in its human capital, creating a world-class working environment and implementing extensive personal and career development programs to become a great company to work for. We are currently seeking to cover on behalf of our clients, the above position:
Real Time Analyst (English- German)
Responsibilities:
- Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
- Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
- Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition
- Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week. Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements
- Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses