Workforce Management Reporting Analyst

Teleperformance • North Lauderdale, FL

34d • Onsite

About The 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. This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.

Requirements

• A minimum one-year experience in workforce administration, scheduling, or traffic desk activities
• Must have solid customer service skills
• Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
• Must haveproficiencyin ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format
• Must use correct grammar and sentence structure, pronunciation and clearly speak the language required by position.  Can be easily understood
• Must be a good listener as well as a good communicator
• Able tomaintainpersonable conversation style and manner as well as appropriate telephone etiquette and speed
• Ability toeffectively and professionally communicate with varying levels of personnelwithin General Motors and its other suppliers
• Demonstratedadvanced proficiency with standard technology including Microsoft Word, Excel, PowerPoint and Outlook
• Ability to handle visual monitoring and data entry simultaneously
• Appreciates challenges and is always looking for new learning experiences
• Capacity to learn quickly and grasp new concepts whiledemonstratingthe ability to apply current duties
• Strong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environment
• Creative in problem resolution anddemonstratesthe ability to think "out of the box" required
• Makes it a priority to solve all the customer issues before the end of the call
• Ability toestablish rapport with others over the telephone byinitiating and leading conversations to make others feel comfortable
• Ability to realize the impact on customers in the decision-making process
• Must be able to multi-task in a busy environment whilemaintaining performance levels under stress
• Ability to work independently as well as with other team members
• Needs to be an assertive individual with high energy to be able to sell intangible General Motors products/services to the customers by telephone
• Demonstrated ability to handle visual monitoring and data entry simultaneously, basic to intermediate database skillsrequired, skilled in query internet and other online data repository systems for specific data, experience in real time monitoring and workforce call center tools
• Must be flexible with ability to work any schedule base on business needs and have reliable transportation
• Excellent attendancerequired
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks

Responsibilities

• Intraday reporting,distributionand data entry of call center metrics
• Real-Time monitoring of call center activity
• Generation,storageand distribution of call center data
• Communication point between the Command Center and call centers
• Responsible for Real-Time allocation changes based on call center activities
• Responsible for directing staff movement to meet call center service levels, allocationgoalsand occupancy targets
• Communication with Supplier Traffic Desks toinsureschedule adherence, communicate IT issues and direction, skill changes etc..
• Generation,verificationand distribution of service issues impacting call centers
• Primary interface with IT Support to work on issue resolution
• Responsible for coordination and execution of allocation changes needed during system maintenance or system outages
• Verification,summarizationand distribution of service issues intra - day, daily, weekly and monthly
• Creation and maintenance of reporting tools and templates
• Point of contact for shared /linked information between the Command Center, Traffic Desks and Operations
• Responsible for all aspects of Command Center involvement during IT maintenances
• Communicate staff and department performance metrics to management
• Responsible for call routing during planned and unplanned System Maintenances and IT issues.
• Responsible in conjunction with workforce duties, also perform crisisassistresponsibilities, monitor crisis application and update advisor application to communicate out events impacting our Subscribers.
• A minimum one year experience in workforce administration, scheduling, or traffic desk activities Demonstrates the ability to handle visual monitoring and data entry simultaneously, basic to intermediate database skills required, skilled in query internet and other online data repository systems for specific data, experience in real time monitoring and workforce call center tools
• Other duties will be added as needed related to the department.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: No Education Listed