Workforce Management Realtime Analyst | Columbia, SC

DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

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.

• 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 Teleperformance 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 Teleperformance Management immediately

• 90 days in current position (internal applicants)
• 6 months of Call Center Operations or Workforce 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