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Teleperformance

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Video summary

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Teleperformance Wfm Rta Analyst Interview Questions and Answers

Updated 19 Mar 2025

5 Interview questions

A Wfm Rta Analyst was asked 4mo ago

Q. What actions would you take if the agents are idle while the service level is decreasing?

Ans.

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 the...

A Wfm Rta Analyst was asked 4mo ago

Q. How do you approach agents who are consistently exhibiting high Average Handling Time (AHT), and what actions do you take in such situations?

Ans.

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 FAQ...

A Wfm Rta Analyst was asked 4mo ago

Q. How can the roster demand be created using forecasting methods?

Ans.

Roster demand can be created using various forecasting methods to predict staffing needs based on historical data and trends.

Time Series Analysis: This method uses historical data to identify patterns and trends over time. For example, analyzing call volume data from the past year to predict future demand.
Moving Averages: By calculating the average demand over a specific period, such as the last 4 weeks, you can s...

A Wfm Rta Analyst was asked 4mo ago

Q. How do you manage service levels when forecasting volume is high?

Ans.

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 pr...

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A Wfm Rta Analyst was asked 4mo ago

Q. How can high shrinkage be addressed to achieve the desired service level and meet the applicable percentage?

Ans.

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 absenteeis...

Teleperformance Wfm Rta Analyst Interview Experiences

3 interviews found

Wfm Rta Analyst Interview Questions & Answers

Anonymous

posted on 6 May 2024

Interview experience

Good

Difficulty level

Moderate

Process Duration

Less than 2 weeks

Result

Selected

I applied via Naukri.com and was interviewed in Apr 2024. There was 1 interview round.

Round 1 - Technical

(4 Questions)

Q1. Test paper was given to solve by sharing screen

Add your answer

Q2. BPO centric topics SLA, attrition etc

Add your answer

Q3. Same as I mentioned

Add your answer

Q4. Power bi dashboard asked

Add your answer

Wfm Rta Analyst Interview Questions & Answers

Anonymous

posted on 5 Mar 2024

Interview experience

Average

Difficulty level

Easy

Process Duration

Less than 2 weeks

Result

Not Selected

I applied via Company Website and was interviewed in Feb 2024. There was 1 interview round.

Round 1 - HR

(1 Question)

Q1. Tell me about your self

Add your answer

Are these interview questions helpful?

Wfm Rta Analyst Interview Questions & Answers

Smart Saba

posted on 19 Mar 2025

Interview experience

Excellent

Difficulty level

Moderate

Process Duration

Less than 2 weeks

Result

Selected

I appeared for an interview before Mar 2024, where I was asked the following questions.

Q1. How do you manage service levels when forecasting volume is high?

Ans.

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...

Answered by AI

Add your answer

Q2. What actions would you take if the agents are idle while the service level is decreasing?

Ans.

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...

Answered by AI

Add your answer

Q3. How can high shrinkage be addressed to achieve the desired service level and meet the applicable percentage?

Ans.

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...

Answered by AI

Add your answer

Q4. How can the roster demand be created using forecasting methods?

Ans.

Roster demand can be created using various forecasting methods to predict staffing needs based on historical data and trends.

Time Series Analysis: This method uses historical data to identify patterns and trends over time. For example, analyzing call volume data from the past year to predict future demand.
Moving Averages: By calculating the average demand over a specific period, such as the last 4 weeks, you can smooth...

Answered by AI

Add your answer

Q5. How do you approach agents who are consistently exhibiting high Average Handling Time (AHT), and what actions do you take in such situations?

Ans.

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...

Answered by AI

Add your answer

Interview questions from similar companies

Analyst Interview Questions & Answers

R1 RCM

Anonymous

posted on 19 Jan 2022

I applied via Campus Placement and was interviewed before Jan 2021. There were 4 interview rounds.

Interview Questionnaire

1 Question

Q1. Basic question regarding frontend technologies such as Html, CSS, javascript, Reactjs, Bootstrap and Computer Networking.

Add your answer

Interview Preparation Tips

Interview preparation tips for other job seekers - So the interview was taken on core front end technologies and communication skills as it requires communication with our clients.

Team Lead Interview Questions & Answers

iEnergizer

Anonymous

posted on 4 Jul 2022

I applied via Walk-in and was interviewed before Jul 2021. There were 2 interview rounds.

Round 1 - Resume Shortlist

Pro Tip by AmbitionBox:

Keep your resume crisp and to the point. A recruiter looks at your resume for an average of 6 seconds, make sure to leave the best impression.

View all tips

Round 2 - HR