Workforce Management Reporting Analyst

Category : Workforce Management About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include : Paid Training Competitive Wages Full Benefits (Medical, Dental, Vision, 401k and more) Paid Time Off Employee wellness and engagement programs TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! Purpose 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. Your Responsibilities Intraday reporting, distribution and data entry of call center metrics Real-Time monitoring of call center activity Generation, storage and 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, allocation goals and occupancy targets Communication with Supplier Traffic Desks to insure schedule adherence, communicate IT issues and direction, skill changes etc Generation, verification and 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, summarization and 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 crisis assist responsibilities, 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. Qualifications 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 have proficiency in 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 to maintain personable conversation style and manner as well as appropriate telephone etiquette and speed Ability to effectively and professionally communicate with varying levels of personnel within General Motors and its other suppliers Demonstrated advanced 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 while demonstrating the 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 and demonstrates the 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 to establish rapport with others over the telephone by initiating 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 while maintaining 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 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 Must be flexible with ability to work any schedule base on business needs and have reliable transportation Excellent attendance required Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks Be Part of Our TP Family It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. TP is an Equal Opportunity Employer