Workforce Analyst

TP is a leading global provider of digital business services, partnering with prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, TP is committed to making a positive impact in communities and for clients.

About the role

This role is responsible for the 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. The position requires constant communication with Supervisors, Operations Managers, and Support Center personnel, as well as real-time interaction with the client to maintain peak operational performance. This position is 100% onsite in Brownsville, TX; work from home is not available.

Responsibilities

• Monitor established thresholds for schedule adherence, online states, off-phone events (break and pre-approved AUX modes); limit non-pre-approved agent states (ACW, long calls, Aux modes).
• Communicate with operations management for prompt resolution of identified issues.
• Partner with operations in recruitment of overtime/VTO to manage day-to-day staffing levels.
• Generate inclusive alerts for situations that could disturb service level or efficiency (e.g., technical issues causing idle time, higher-than-forecasted call volume, excessive use of Aux, ACW, 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).
• 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 management.
• Ensure adherence to all TP policies and procedures (Security, HR, Operations, etc.) and report any known infractions to the proper TP Management immediately.

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, extended email functions, word processing, and advanced spreadsheets in Excel format.
• Must pass mandatory background checks, which may include pre-screenings, illegal drug tests, and credit checks.

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.
• Financial future tools, including competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Culture

TP prioritizes a culture of inclusion and diversity where every employee feels valued. The company provides a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting active-duty service members, veterans, and military families.