Workforce Analyst in Detroit, MI at Teleperformance US

Date Posted: 1/16/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    400 Renaissance Center
    Detroit, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/16/2020

Job Description

 Primary Job Duties and Responsibilities:

  • Intraday reporting, distribution and data entry of call center metrics
  • Real-Time monitoring of call center activity
  • Generation, storage and distribution of call center data
  • Communication point between the Command Center and call centers
  • Responsible for Real-Time allocation changes based on call center activities
  • Responsible for directing staff movement to meet call center service levels, allocation goals and occupancy targets
  • Communication with Supplier Traffic Desks to insure schedule adherence, communicate IT issues and direction, skill changes etc..
  • Generation, verification and distribution of service issues impacting call centers
  • Primary interface with IT Support to work on issue resolution
  • Responsible for coordination and execution of allocation changes needed during system maintenance or system outages
  • Verification, summarization and distribution of service issues intra – day, daily, weekly and monthly
  • Creation and maintenance of reporting tools and templates
  • Point of contact for shared /linked information between the Command Center, Traffic Desks and Operations
  • Responsible for all aspects of Command Center involvement during IT maintenances
  • Communicate staff and department performance metrics to management
  • Responsible for call routing during planned and unplanned System Maintenances and IT issues.
  • Responsible in conjunction with workforce duties, also perform crisis assist responsibilities, monitor crisis application and update advisor application to communicate out events impacting our Subscribers.

Job Requirements

Qualifications:



  • A minimum one year experience in workforce administration, scheduling, or traffic desk activities.
  • Demonstrates the ability to handle visual monitoring and data entry simultaneously.
  • Basic to intermediate database skills required.
  • Skilled in query internet and other online data repository systems for specific data.
  • Experience in real time monitoring and workforce call center tools

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