Workforce Management Realtime Analyst

Teleperformance USA; Brownsville (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

Mental health resources

401(k) plan

Life insurance

Pet insurance

Discount programs

Job summary

Teleperformance USA in Brownsville, TX seeks an onsite Workforce Management professional to oversee service levels, occupancy, and agent scheduling in real time.

Responsibilities include monitoring thresholds for schedule adherence and agent states, communicating with Operations, and partnering in overtime planning.

The role requires solid customer service skills, strong communication, and proficiency with Excel; you will report on performance and support client needs.

Qualifications

• Must have at least 6 months in call center operations or workforce management.
• Strong customer service skills.
• Excellent verbal and written communication.
• Flexible schedule to meet business needs.
• Proficiency in email and advanced Excel.
• Competence with word processing and other MS Office tools.
• Must pass mandatory background checks, including pre-screenings, drug test, and credit checks.

Responsibilities

• Monitor established thresholds for schedule adherence, online states, off-phone events (breaks and pre-approved AUX modes), and limit unapproved agent states (ACW, long calls, AUX modes).
• Communicate with operations management for prompt resolution of any issues identified.
• Partner with operations in recruitment of overtime/VTO to assist with managing day-to-day staffing levels.
• Generate alerts for any situation that could disturb service level or efficiency, such as technical issues causing idle time or a higher-than-forecasted increase in call volume and excessive general use of Aux, ACW, or agent population shrink.
• Report as required by client and internal leadership, including switch and performance reporting, attendance and adherence reporting, and documentation of outages and staffing impacts.
• Exchange information with client and all vendor partners in a virtual call center environment.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Perform other duties as assigned by supervisor or management.
• Ensure adherence to TP policies and procedures, including security, HR, and operations policies, and report any infractions immediately.

Skills

Call center operations

Workforce management

Customer service

Verbal communication

Written communication

Flexible scheduling

Advanced Excel

Email proficiency

Tools

Excel

Job description

Workforce Management (Onsite – Brownsville, TX)

Responsible for day‑to‑day management of service level, site efficiency, occupancy, and agent scheduling to ensure adherence to schedule and compliance within established parameters during real‑time situations. Requires constant communication with Supervisors, Operations Managers, and Support Center personnel.

Responsibilities

• Monitor established thresholds for schedule adherence, online states, off‑phone events (breaks and pre‑approved AUX modes), and limit unapproved agent states (ACW, long calls, AUX modes).
• Communicate with operations management for prompt resolution of any issues identified.
• Partner with operations in recruitment of overtime/VTO to assist with managing day‑to‑day staffing levels.
• Generate alerts for any situation that could disturb service level or efficiency, such as technical issues causing idle time or a higher‑than‑forecasted increase in call volume and excessive general use of Aux, ACW, or agent population shrink.
• Report as required by client and internal leadership, including switch and performance reporting, attendance and adherence reporting, and documentation of outages and staffing impacts.
• Exchange information with client and all vendor partners in a virtual call center environment.
• Thrive as a team player in a fast‑paced, high‑energy, change‑oriented environment.
• Perform other duties as assigned by supervisor or management.
• Ensure adherence to TP policies and procedures, including security, HR, and operations policies, and report any infractions immediately.

Qualifications

• 90 days in current position (for internal applicants).
• 6 months of call center operations or workforce management experience.
• Solid customer service skills.
• Strong verbal and written communication skills.
• Flexible schedule availability to meet business needs.
• Proficiency in email, extended email functions, word processing, and advanced Excel spreadsheets.
• Must pass mandatory background checks, including pre‑screenings, drug test, and credit checks.

Benefits

TP offers comprehensive health benefits, including medical, vision, and dental coverage.

We invest in mental health and well‑being by providing resources such as Employment Assistance Programs, health personalization time off (HPT), and leave programs.

Financial benefits include competitive 401(k) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.