Call Center Workforce Management Scheduling 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!

This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.

Responsibilities

Your Responsibilities

• Analyze the day-to-day scheduling based on client requirements to determine workforce needed to meet fluctuating call volumes and staffing demands.
• Management of internal staffing files (i.e. TPS and TIP) to report historical performance data, future requirements, and trended metrics that impact projected staff
• Identifying areas of opportunity and implementing innovative scheduling solutions to maximize efficiency.
• Implement and perform audits to ensure accuracy in all processes and deliverables.
• Provides, creates, and implements reporting as needed
• Performs other related duties and assignments as required and as assigned by supervisor or manager.
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
• Ensure all Teleperformance 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 Teleperformance Management immediately.
• Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance.

Qualifications

Qualifications

• Minimum 2 years call center experience and 6 months WFM experience
• Must demonstrate strong analytical, numerical, and problem solving skills.
• Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
• Proficient in MS Office Suite (Excel, Outlook, Access) and WFM software utilized by assigned projects (Blue Pumpkin, IEX, Aspect, etc.)
• Knowledge of contact center dynamics and company operations within an ACD environment
• Flexible schedule and impeccable attendance record
• Minimum of 90 Day tenure with Teleperformance.

Soft Skills

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy 

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