Workforce Management Real Time Analyst - Pompano Beach, FL - Teleperformance

    Teleperformance
    Teleperformance Pompano Beach, FL

    5 days ago

    Description

    Workforce Management Real Time Analyst

    We are seeking a highly skilled Workforce Management Real-Time Analyst to join our team at Teleperformance.

    • This role is responsible for the 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.

    The ideal candidate will have 6 months of Call Center Operations or Workforce experience, solid customer service skills, strong verbal and written communication skills, flexibility with ability to work any schedule based on business needs, proficiency in using email, extended email functions, word processing and advanced spreadsheets in Excel format.

    • Maintain established thresholds for schedule adherence online states off phone events agent states that are not pre-approved must be limited ACW long calls Aux modes monitor technical issues causing idle time high call volume excessive general use of Aux ACW agent population shrink generate inclusive alerts as required by client internal leadership report switch performance attendance adherence documentation outages staffing impacts thrive as a team player fast paced high energy change oriented environment adhere TP policies procedures communicate infractions proper TP management immediately qualifications include 90 days current position internal applicants 6 months Call Center Operations Workforce experience customer service skills verbal written communications flexible schedules proficiency excel background checks may include drug tests credit checks an equal opportunity employer teleperformance

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    Workforce Management Real Time Analyst

    Only for registered members

    · 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 passio ...

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    Workforce Management Real Time Analyst

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