Teleperformance Scheduler Interview Questions, Process, and Tips

Service level is a metric used to measure the performance of a service in meeting customer expectations.

• It is usually expressed as a percentage of calls answered within a certain time frame

• It can also refer to the percentage of orders delivered on time

• Service level agreements (SLAs) are often used to define and measure service level

• A high service level indicates good performance and customer satisfaction

• A low service l...read more

Occupancy refers to the percentage of time agents are busy handling calls. AHT is the average time taken to handle a call.

• Occupancy is a measure of how efficiently agents are being utilized.

• AHT is an important metric for measuring call center performance.

• Both occupancy and AHT are key performance indicators for call centers.

• Occupancy can be calculated by dividing the total time agents spend on calls by the total time t...read more

Shrinkage is calculated by dividing the total time an employee is not available to work by the total scheduled work time.

• Total time an employee is not available includes breaks, meetings, training, etc.

• Total scheduled work time includes all hours an employee is scheduled to work.

• Formula: Shrinkage = (Total time not available / Total scheduled work time) x 100%

• Example: If an employee is scheduled to work 40 hours and ta...read more

I make several reports using various formulas depending on the data and purpose.

• I make daily, weekly, and monthly reports for different departments

• I use formulas such as SUM, AVERAGE, COUNT, and IF statements

• I also create custom formulas based on specific requirements

• The reports are used for tracking progress, analyzing trends, and making informed decisions