WFM Crisis Assist Incident 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!

Responsibilities

Your Responsibilities

PURPOSE OF POSITION 

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. 

Command Center/Crisis Assist Incident Analyst

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS 

• Strong analytical, strategic planning, interpersonal, verbal, and written communicationskills, detail oriented.
• Disaster management background/education with three yearsexperience (Disaster Response/Emergency/PSAP knowledge) preferred.
• College degree or equivalent work experience / training.
• Strong analytical ability with an emphasis on safety and customer service.
• Ability to anticipate, quickly assess and respond to impacts of simultaneous disaster events on client's customers.
• Demonstrates expert ability to handle visual monitoring and data entry simultaneously
• Intermediate database and analytical skills required, skilled in internet query, and experience in real time monitoring
• Ability to quickly learn and use various systems and tools.
• A self-starting individual who has the capability to work with a minimum amount of supervision, takes initiative and a team player.
• Always thinking ahead about what needs to happen next.
• Possess a strong sense of urgency to resolve important issues that require immediate action including escalating as needed.
• Computer Skills: Technical aptitude and advanced PC, word processing and spreadsheet experience.
• Proficient in using Microsoft Office Applications, particularly MSWord,MSExcel, MSTeams and MSPowerpoint.

Qualifications

Recommended Skills

• Open availiblity and be able to work on site in Warren, MI.
• A minimum one year experience in workforce administration, scheduling, or traffic desk activities  

• Must have solid customer service skills 

• Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization 

• Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format 

• Must use correct grammar and sentence structure, pronunciation and clearly speak the language required by position.   

• Must be a good listener as well as a good communicator  

• Able to maintain personable conversation style and manner as well as appropriate telephone etiquette and speed 

• Ability to effectively and professionally communicate with varying levels of personnel within the client and its other suppliers 

• Demonstrated advanced proficiency with standard technology including Microsoft Word, Excel, PowerPoint and Outlook 

• Ability to handle visual monitoring and data entry simultaneously 

• Appreciates challenges and is always looking for new learning experiences 

• Capacity to learn quickly and grasp new concepts while demonstrating the ability to apply current duties 

• Strong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environment 

• Creative in problem resolution and demonstrates the ability to think “out of the box” required 

•  Makes it a priority to solve all of the customer issues before the end of the call 

• Ability to establish rapport with others over the telephone by initiating and leading conversations to make others feel comfortable 

• Ability to realize the impact on customers in the decision-making process 

• Must be able to multi-task in a busy environment while maintaining performance levels under stress 

• Ability to work independently as well as with other team members
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks 
• Excellent attendance required 
• Must be flexible with ability to work any schedule base on business needs and have reliable transportation 
• Demonstrated ability to handle visual monitoring and data entry simultaneously, basic to intermediate database skills required, skilled in query internet and other online data repository systems for specific data, experience in real time monitoring and workforce call center tools 
• Needs to be an assertive individual with high energy to be able to sell intangible client products/services to the customers by telephone 

BEST 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