Workforce Management Realtime Analyst

Teleperformance • Warren, MI

426d

About The Position

The Workforce Management Realtime Analyst at Teleperformance is responsible for the day-to-day management of service levels, site efficiency, and agent adherence to schedules during real-time situations. This role requires constant communication with supervisors and operations managers to ensure peak operational performance and compliance with established parameters. The position is fully onsite in Warren, MI, and involves real-time interaction with clients and internal teams to maintain operational efficiency.

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.

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees