Workforce Management Realtime Analyst

5 days ago


Warren, Michigan, United States Teleperformance USA Full time

Job Summary

Teleperformance USA is seeking a highly skilled Workforce Management Realtime Analyst to join our team. As a Workforce Management Realtime Analyst, you will be responsible for managing service levels, site efficiency, and agent performance in real-time.

Key Responsibilities

  • Monitor and manage service level thresholds, online states, and agent performance in real-time.
  • Communicate with operations management to resolve issues and ensure prompt resolution.
  • Partner with operations to recruit overtime and manage day-to-day staffing levels.
  • Generate alerts for situations that may impact service levels or efficiency.
  • Report on switch and performance metrics, attendance, and adherence.

Requirements

  • 6 months of Call Center Operations or Workforce experience.
  • Solid customer service and verbal and written communication skills.
  • Ability to work any schedule based on business needs.
  • Proficiency in using email, extended email functions, word processing, and advanced spreadsheets in Excel format.

About Teleperformance USA

Teleperformance USA is a global digital business services company that delivers advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.



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