Onsite Realtime Workforce Analyst – McAllen

Teleperformance USA; McAllen (TX); On-site; USD 40,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Paid time off

Job summary

Teleperformance USA is seeking a Workforce Management professional for our McAllen, TX site. This role focuses on day-to-day management of service levels, site efficiency, and agent occupancy to maintain scheduling adherence during real-time operations.

The position requires 6 months of call center experience, strong communication skills, and the ability to work any schedule based on business needs. On-site work only at this location.

Qualifications

• Minimum 6 months in Call Center Operations or Workforce experience.
• Strong customer service skills.
• Excellent verbal and written communications.

Responsibilities

• Monitor schedule adherence and agent states in real time.
• Coordinate with operations on staffing and overtime decisions.
• Generate alerts for issues impacting service levels.
• Produce client and internal reports on performance and outages.
• Communicate with client and vendors in a virtual call center environment.
• Support a fast-paced, high-energy work environment with teamwork.

Skills

Customer service

Verbal communication

Written communication

Scheduling

Excel

Tools

Excel

Email

Job description

Teleperformance USA is seeking a Workforce Management professional for our McAllen, TX site. This role focuses on day-to-day management of service levels, site efficiency, and agent occupancy to maintain scheduling adherence during real-time operations.

The position requires 6 months of call center experience, strong communication skills, and the ability to work any schedule based on business needs. On-site work only at this location.