Command Center Analyst, Workforce Management RTA

Vaga não está no LinkedIn

🕒 Março 9

🚗 Michigan – Remoto

🚗 Michigan – Remote

⏰ Tempo Integral

🟢 Júnior

🧐 Analista

🚫👨‍🎓 Sem graduação necessária

Candidatar-se

Encontrar Vagas Remotas Similares

Receber Emails de Vagas Remotas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Teleperformance

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1978

🤝 B2B

🎯 Recrutamento

B2B • Business Services • Recruitment

A Teleperformance é líder global em gestão da experiência do cliente e em serviços digitais integrados de negócios. Opera em diversas localidades, incluindo a Espanha, onde oferece oportunidades de trabalho em cidades como Barcelona, Madri e Sevilha. A empresa é reconhecida por proporcionar excelentes oportunidades de crescimento de carreira e possui vagas em categorias como Atendimento ao Cliente, Desenvolvimento de Negócios, Marketing, Vendas, Recursos Humanos e outras. A Teleperformance é comprometida com a experiência do colaborador e a diversidade cultural, com vagas para profissionais multilíngues, refletindo sua presença global e um ambiente de equipe multicultural. A empresa enfatiza o uso de tecnologia e a proteção de dados na entrega de seus serviços, garantindo soluções empresariais sob medida e eficazes para seus clientes.

Descrição

• Monitor established thresholds for schedule adherence, online states, off phone events (break and pre-approved AUX modes), agent states that are not pre-approved must be limited (ACW, long calls, Aux modes) • Communicate with operations management for prompt resolution of issues identified in duties above • Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing levels • Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume and excessive general use of Aux, ACW and/or agent population shrink) • Report as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other ad hoc reporting that may be required) • Information exchange with client and all their vendors in a virtual call center environment • Thrive as a team player in a fast paced, high energy, change oriented environment • Other duties as assigned by supervisor or other management • Ensure all TP 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 TP Management immediately

🎯 Requisitos

• 90 days in current position (internal applicants) • 6 months of Workforce Management Analyst experience a must • Must have solid customer service skills • Must have solid verbal and written communications skills • Must be flexible with ability to work any schedule base on business needs • Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format • Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks

🏖️ Benefícios

• Paid Training • Competitive Wages • Full Benefits (Medical, Dental, Vision, 401k and more) • Paid Time Off • Employee wellness and engagement programs