Workforce Management Realtime Analyst
5 days ago
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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