Call Center Workforce Management Real Time Analyst

Overview

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

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, Texas. Work at home is not available for this position.

Responsibilities

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

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.

TP is an Equal Opportunity Employer