Lead WFM Interview Questions and Answers

Service Level may go down due to various reasons.

• Insufficient staffing or resources

• High call volume or increased workload

• Technical issues or system failures

• Ineffective scheduling or forecasting

• Agent absenteeism or attrition

• Inadequate training or skill gaps

• Poor call handling or longer handle times

• Unexpected events or emergencies

• Lack of prioritization or focus on service level goals

Capacity assumptions are based on historical data, trends, business goals, and input from various stakeholders.

• Consider historical data on call volumes, average handle times, and shrinkage

• Take into account any upcoming marketing campaigns or promotions that may impact call volume

• Consult with operations team, finance team, and other relevant stakeholders to gather input on business goals and constraints

• Use forecasting models and simulations to predict future demand and determi...read more

No, there are no blood relations working in Teleperformance.

• No, there are no blood relations currently employed at Teleperformance.

• Teleperformance does not allow blood relations to work together to avoid conflicts of interest.

• Employees are hired based on their qualifications and skills, not their family connections.

Attrition is the rate at which employees leave a company, while shrinkage is the amount of time that employees are paid for but not actively working.

• Attrition refers to the turnover rate of employees in a company.

• Shrinkage includes time spent on breaks, meetings, training, and other non-productive activities.

• Attrition can be calculated by dividing the number of employees who left by the average number of employees.

• Shrinkage can be calculated by dividing the total amount of ti...read more

Service Level is a metric used to measure the percentage of calls answered within a specific time frame.

• Service Level is typically expressed as a percentage, such as 80% of calls answered within 20 seconds.

• It is an important metric for call centers to ensure customer satisfaction and efficiency.

• Service Level goals can vary depending on the industry and type of service being provided.

Forecasting techniques involve using historical data and statistical models to predict future demand.

• Time series analysis

• Regression analysis

• Exponential smoothing

• Moving averages

• Seasonal decomposition

• Judgmental forecasting

• Collaborative forecasting