Workforce Management Real Time Analyst

Teleperformance•Warren, MI

30d•Onsite

About The Position

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Responsible for day to day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance. This position is 100% onsite in Warren, MI. Work at home is not available for this position.

Requirements

90 days in current position (internal applicants)
6 months of Call Center Operations or Workforce experience a must
Must have solid customer service skills
Must have solid verbal and written communications skills
Must be flexible with ability to work any schedule base on business needs
Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format
Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks

Responsibilities

Monitor established thresholds for schedule adherence, online states, off phone events (break and pre-approved AUX modes), agent states that are not pre-approved must be limited (ACW, long calls, Aux modes)
Communicate with operations management for prompt resolution of issues identified in duties above
Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing levels
Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume and excessive general use of Aux, ACW and/or agent population shrink)
Report as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other ad hoc reporting that may be required)
Information exchange with client and all their vendors in a virtual call center environment
Thrive as a team player in a fast paced, high energy, change oriented environment
Other duties as assigned by supervisor or other management
Ensure all TP policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper TP Management immediately