Workforce Management Realtime Analyst

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

Category : Workforce Management

Application Deadline: Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

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.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here (https://www.teleperformance.com/en-us/contact-us/) . Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Purpose

Responsible for day to day management of service level, site efficiency/ occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance.

This position is 100% onsite in McAllen, TX. Work at home is not available for this position.

Your Responsibilities

• Monitor established thresholds for schedule adherence, online states, off phone events (break and pre-approved AUX modes), agent states that are not pre-approved must be limited (ACW, long calls, Aux modes)
• Communicate with operations management for prompt resolution of issues identified in duties above
• Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing levels
• Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume and excessive general use of Aux, ACW and/or agent population shrink)
• Report as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other ad hoc reporting that may be required)
• Information exchange with client and all their vendors in a virtual call center environment
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Other duties as assigned by supervisor or other management
• Ensure all TP policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper TP Management immediately

Qualifications

• 90 days in current position (internal applicants)
• 6 months of Call Center Operations or Workforce experience a must
• Must have solid customer service skills
• Must have solid verbal and written communications skills
• Must be flexible with ability to work any schedule base 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

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.