Workforce Analyst
TalentAlly · Brownsville, TX · Yesterday
HybridOTHRFull-time
About the role
This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.
Responsibilities
- Maintain schedule adherence and monitor online states, off-phone events, and agent states.
- Communicate with operations management for prompt resolution of issues.
- Partner with operations in recruitment of overtime/VTO to manage staffing levels.
- Generate alerts for situations affecting service level or efficiency.
- Exchange information with clients and vendors in a virtual call center environment.
- Ensure adherence to TP policies and procedures.
Qualifications
- 90 days in current position (internal applicants).
- 6 months of Call Center Operations or Workforce experience.
- Solid customer service skills.
- Solid verbal and written communications skills.
- Flexible with ability to work any schedule.
- Proficiency in email, extended email functions, word processing, and advanced spreadsheets in Excel format.
- Pass mandatory background checks.