Real Time Analyst

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits

• Comprehensive health benefits, including medical, vision, and dental
• Mental health and well-being resources, including Employment Assistance Programs
• Health and personal time off (HPT) and leave programs
• Competitive 401(K) plans
• Life insurance and supplemental medical coverage
• Critical care insurance and pet insurance
• Flexible Spending Account (FSA) plans
• Retailer discounts

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve and welcomes applications from active-duty service members, veterans, and military families.

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 the client for reciprocal communication is imperative to maintain operations at peak performance. This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.

Responsibilities

• 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 (e.g., technical issues causing idle time, higher than forecasted increase in call volume, excessive general use of Aux, ACW, and/or agent population shrink)
• Report as required by client and internal leadership (e.g., 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)
• Exchange information with the 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
• Perform other duties as assigned by supervisor or other management
• Ensure all TP policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and report any known infractions to the proper TP Management immediately

Requirements

• 90 days in current position (internal applicants)
• 6 months of Call Center Operations or Workforce experience
• Solid customer service skills
• Solid verbal and written communication skills
• Flexibility to work any schedule based on business needs
• Proficiency in email, extended email functions, word processing, and advanced spreadsheets in Excel format
• Pass mandatory background checks, which may include pre-screenings, illegal drug tests, and credit checks