Realtime Workforce Analyst – Onsite Operations Lead

Teleperformance; McAllen (TX); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Life insurance

Supplemental medical coverage

Critical care insurance

Pet insurance

FSA plans

Retailer discounts

Job summary

Teleperformance seeks a supervisor to manage day-to-day service levels, site efficiency, and agent activity in a 100% onsite role in McAllen, TX. You will coordinate with Supervisors, Operations Managers, and Client teams to maintain peak performance in real-time operations.

You will ensure adherence to schedules, communicate issues, and drive staffing through overtime/VTO while reporting on performance and outages.

Qualifications

• 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 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; ensure pre-approved modes only.
• Communicate with operations management for prompt resolution of issues.
• Partner with operations in recruitment of overtime/VTO to manage staffing levels.
• Generate alerts for any situation affecting service level or efficiency.
• Report to client and leadership on performance, attendance, and outages.
• Exchange information with client and vendors in a virtual call center environment.
• Collaborate with team as a fast-paced, high-energy contributor.

Skills

Customer service

Verbal communication

Written communication

Flexibility

Tools

Excel

Email

Job description

Teleperformance seeks a supervisor to manage day-to-day service levels, site efficiency, and agent activity in a 100% onsite role in McAllen, TX. You will coordinate with Supervisors, Operations Managers, and Client teams to maintain peak performance in real-time operations.

You will ensure adherence to schedules, communicate issues, and drive staffing through overtime/VTO while reporting on performance and outages.