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

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 role 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 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 (Excel).
• Must pass mandatory background checks, which may include pre-screenings, illegal drug tests, and credit checks.

Benefits

• Comprehensive health benefits (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: competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

TP prioritizes a culture of inclusion and diversity where every employee feels valued. The company provides platforms 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.

TP is an Equal Opportunity Employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.