Teleperformance Wfm Rta Analyst Interview Questions, Process, and Tips

Managing service levels during high volume forecasts requires strategic planning and resource allocation.

• Analyze historical data to identify peak times and adjust staffing accordingly.

• Implement flexible scheduling to accommodate increased volume, such as part-time staff or overtime.

• Utilize real-time monitoring tools to track service levels and make adjustments on the fly.

• Prioritize critical tasks and streamline process...read more

To address idle agents while service levels drop, I would analyze data, reallocate resources, and implement immediate engagement strategies.

• Analyze call volume trends to identify peak times and adjust staffing accordingly.

• Implement a proactive engagement strategy, such as assigning agents to assist with back-office tasks or training.

• Communicate with agents to understand any barriers to taking calls and address them pro...read more

Addressing high shrinkage involves strategic planning, workforce management, and proactive measures to maintain service levels.

• Analyze shrinkage patterns: Identify peak times and reasons for absenteeism to better manage staffing.

• Implement flexible scheduling: Use part-time or on-call staff to cover high-demand periods.

• Enhance employee engagement: Foster a positive work environment to reduce turnover and absenteeism.

• Uti...read more

I analyze AHT trends, provide targeted coaching, and implement strategies to improve agent performance and efficiency.

• Conduct a one-on-one meeting to discuss AHT metrics and understand the agent's perspective.

• Review call recordings to identify specific areas where the agent may be spending excessive time.

• Provide targeted coaching sessions focusing on effective call handling techniques, such as using scripts or FAQs.

• Set...read more