Onsite Night Shift Command Center Analyst

Teleperformance; Warren (MI); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Teleperformance in Warren, MI is hiring a Workforce Management Analyst to oversee day-to-day schedule adherence, agent states, and occupancy in a fast-paced call center. This 100% onsite role starts on third shift (11 pm to 7 am ET) with real-time liaison to Supervisors and client teams.

The position requires at least 6 months of WFM Analyst experience, strong customer service and communication skills, and proficiency with email, Word, and advanced Excel.

Qualifications

• Must have 6 months of Workforce Management Analyst experience.
• 90 days in current position (internal applicants).
• Must have solid customer service skills.
• Must have solid verbal and written communications skills.
• Must be flexible with ability to work any schedule based on business needs.
• Must be proficient with email, extended email functions, Word processing and advanced Excel.
• Background checks may include pre-screenings, illegal drug tests, and credit checks.

Responsibilities

• Monitor established thresholds for schedule adherence, online states, off phone events and agent states.
• Communicate with operations management for prompt resolution of issues.
• Partner with operations in recruitment of overtime/VTO to assist with staffing levels.
• Generate inclusive alerts for issues affecting service level or efficiency.
• Report switch and performance reporting, attendance and adherence, outages and staffing impacts.
• Exchange information with client and all vendors in a virtual call center environment.
• Thrive as a team player in a fast paced, high energy environment.
• Other duties as assigned by supervisor or management.
• Ensure TP policies and procedures are adhered to and communicate infractions.

Skills

Customer service

Verbal communication

Written communication

Flexibility

Microsoft Excel (Advanced)

Email & Word processing

Tools

Microsoft Excel

Outlook / Email

Word processing

Job description

Teleperformance in Warren, MI is hiring a Workforce Management Analyst to oversee day-to-day schedule adherence, agent states, and occupancy in a fast-paced call center. This 100% onsite role starts on third shift (11 pm to 7 am ET) with real-time liaison to Supervisors and client teams.

The position requires at least 6 months of WFM Analyst experience, strong customer service and communication skills, and proficiency with email, Word, and advanced Excel.