Workforce Management Realtime Analyst
About the position Responsibilities • Monitor established thresholds for schedule adherence and agent states. • Communicate with operations management for prompt resolution of identified issues. • Partner with operations in recruitment of overtime/VTO to manage staffing levels. • Generate alerts for situations that could disturb service levels or efficiency. • Report to clients and internal leadership on performance and attendance. • Exchange information with clients and vendors in a virtual call center environment. • Thrive as a team player in a fast-paced, high-energy environment. • Adhere to all Teleperformance policies and procedures. Requirements • 90 days in current position (for internal applicants). • 6 months of Call Center Operations or Workforce experience. • Solid customer service skills. • Strong verbal and written communication skills. • Flexibility to work any schedule based on business needs. • Proficiency in email, word processing, and advanced Excel spreadsheets. • Ability to pass mandatory background checks. Benefits • Paid Training • Competitive Wages • Full Benefits (Medical, Dental, Vision, 401k and more) • Paid Time Off • Employee wellness and engagement program Apply tot his job