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, online states, off-phone events (breaks and pre-approved AUX modes)
- Communicate with operations management for prompt resolution of issues
- Partner with operations in recruitment of overtime/VTO to manage staffing levels
- Generate inclusive alerts for service level and efficiency disturbances
- Exchange information with client and vendors in a virtual call center environment
- Ensure adherence to TP policies and procedures
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 communications skills
- Flexible with ability to work any schedule
- Proficiency in email, extended email functions, word processing, and advanced spreadsheets in Excel format
Qualifications
- Pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks
Skills
- Customer service skills
- Verbal and written communications skills
- Flexibility with scheduling
- Email, word processing, and Excel proficiency
Benefits
- Comprehensive health benefits
- Employment Assistance Programs
- Health and personal time off (HPT)
- Leave programs
- Competitive 401(K) plans
- Life insurance
- Supplemental medical coverage
- Critical care insurance
- Pet insurance
- FSA plans
- Retailer discounts
Pay
Details TBD
Schedule
Details TBD