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TP · 3 weeks ago

Workforce Management Real Time Analyst

Warren, MI

Full-time

Onsite

New Grad, Entry Level

0+ years exp

TP is a global, digital business services company that provides advanced business services to help brands streamline their operations. The Workforce Management Real Time Analyst is responsible for managing service levels and site efficiency while ensuring adherence to schedules and compliance during real-time situations, requiring constant communication with various teams and clients.

CRMCustomer ServiceOutsourcingTechnical Support

Growth Opportunities

Hiring Manager

Alexa Massiquet

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 Teleperformance 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 Teleperformance Management immediately