Real-Time Workforce Analyst – Onsite in McAllen

Teleperformance; Texas; In loco; USD 32.000 - 46.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

401(K) plans

Life insurance

Descrizione del lavoro

Teleperformance in McAllen, TX is seeking a dedicated Call Center Supervisor to oversee day-to-day service levels, occupancy, and agent states in real time, ensuring adherence to schedules and client requirements.

The ideal candidate has at least 6 months of call center operations experience, strong customer service and communication skills, and the ability to work flexible schedules in a fast-paced environment. Onsite position with benefits.

Competenze

• 6 months in Call Center Operations or Workforce experience required.
• Strong customer service skills.
• Excellent verbal and written communication.
• Flexible with ability to work any schedule based on business needs.
• Proficient in email and advanced Excel.

Mansioni

• Monitor thresholds for schedule adherence and agent states in real time.
• Communicate with operations management for prompt issue resolution.
• Assist with recruiting overtime/VTO to manage staffing levels.
• Generate alerts for issues impacting service level or efficiency.
• Provide required reports to client and leadership (switch, performance, attendance).
• Exchange information with client and vendors in a virtual call center environment.
• Be a team player in a fast-paced, change-oriented environment.
• Adhere to TP policies and report infractions.

Conoscenze

Customer service

Verbal & written communication

Schedule flexibility

Strumenti

Email

Excel

Descrizione del lavoro

Teleperformance in McAllen, TX is seeking a dedicated Call Center Supervisor to oversee day-to-day service levels, occupancy, and agent states in real time, ensuring adherence to schedules and client requirements.

The ideal candidate has at least 6 months of call center operations experience, strong customer service and communication skills, and the ability to work flexible schedules in a fast-paced environment. Onsite position with benefits.