CONTINUOUS IMPROVEMENT ANALYST I

Job Overview

TE Connectivity Ltd. is a $14.9 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 7,500 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com

Roles and Responsibilities

ROLE OBJECTIVE 

Under general supervision, the Real Time Analyst is responsible for supporting real-time workforce operations across global regions and channels. This role focuses on monitoring operational performance, managing intraday staffing requirements, analyzing workforce metrics, and providing actionable insights to ensure service level objectives and business goals are achieved. The analyst will work closely with Solution Center team and business stakeholders to drive workforce efficiency and operational excellence.

RESPONSIBILITIES 

•    Monitor real-time operational performance across multiple regions and channels, including Service Level, Occupancy, Average Handle Time (AHT), Queue Backlog, and Schedule Adherence.
•    Perform real-time queue monitoring and take proactive actions to address workload imbalances, staffing shortages, volume spikes, and service risks.
•    Analyze intraday performance trends and identify key factors impacting service delivery and customer experience.
•    Recommend workforce adjustments and operational interventions to optimize resource utilization and maintain target performance levels.
•    Maintain workforce schedules within the WFM platform, including meetings, training sessions, coaching activities, town halls, and planned exceptions.
•    Generate and distribute daily, weekly, and monthly workforce and operational performance reports.
•    Analyze resource occupancy, productivity, schedule adherence, conformance, and operational effectiveness metrics.
•    Review workload patterns, staffing utilization, and performance trends to identify opportunities for continuous improvement.
•    Communicate operational updates, staffing changes, risks, and performance impacts to stakeholders in a timely and professional manner.
•    Partner with Solution Center team and business teams to support service delivery goals and workforce planning activities.
•    Support workforce management initiatives, process improvements, reporting automation, and special projects as assigned.

Mandate Skills:

EDUCATION/KNOWLEDGE

•    Any Graduate; Bachelor's Degree in Business, Analytics, Operations Management, Mathematics, Statistics, or related field preferred.
•    Basic understanding of Contact Center Operations and Workforce Management principles

QUALIFICATIONS & EXPERIENCE

•    Strong analytical and problem-solving skills.
•    Strong business acumen and data-driven decision-making capability.
•    Ability to interpret operational data and translate findings into actionable recommendations.
•    Strong verbal and written communication skills.
•    Proven ability to organize, prioritize, and manage multiple tasks in a fast-paced environment.
•    Strong attention to detail and accuracy.
•    Team player with the ability to collaborate effectively across functions and regions.
•    Quick learner with the willingness to continuously develop new skills and knowledge.
•    Intermediate to advanced Microsoft Excel proficiency.
•    Experience with Workforce Management tools such as Genesys Cloud (preferred), Verint, IEX, or similar platforms is an advantage.
•    Previous experience in Workforce Management, Contact Center Operations, Scheduling, Reporting, or Operational Support is preferred.

MOTIVATIONAL/CULTURAL FIT

•    Self-Motivated
•    Continuous Improvement Mindset
•    Strong Ownership and Accountability
•    Collaboration and Teamwork
•    Data-Driven Decision Making
•    Adaptability and Learning Agility
•    Integrity, Accountability, Teamwork, and Innovation

Competencies