Command Center Analyst, Workforce Management RTA

Overview

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You

Through a balanced high-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Purpose

The role is accountable for analyzing, interpreting and presenting data related to contact center employee productivity, staffing levels and workforce optimization. This role requires the ability to identify trends and patterns in data, make recommendations for process improvement and work collaboratively with cross- functional teams to implement changes. The operation is a fast-paced workforce management environment that requires focus on key business priorities supporting contact centers across the globe.

The operation is a 24x7 business and requires flexibility for working evenings, weekends and holidays.

This position is 100% onsite in Warren, MI. Work at home is not available for this position.

Your Responsibilities

• Develop and implement workforce management strategies to optimize staffing, scheduling and forecasting.
• Maintain accurate and up-to-date records of workforce performance of multiple contact centers and business units (departments)
• Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement
• Analyze interval and daily transaction volume (inbound, outbound), Average Handle Time (AHT), staffing and other contact center production metrics by group and report on actual vs. forecasted (phone, web, e-mail, fax, white mail, chat/messaging)
• Responsible for maintaining occupancy goals by offering off-phone time to contact centers to distribute to advisors (voluntary time off (VTO), coaching, team meetings and/or case work etc.) Manage, track, monitor and report out on technical incidents
• Perform various ad hoc analyses, formulate and present conclusions to management
• Responsible for communicating with supplier partners’ traffic desks to ensure schedule adherence is being monitored and followed by Agents
• Realtime schedule management
• Coding team members out when out of office due to planned or unplanned events
• Management of real-time schedule adherence
• Monitoring queues and Agent state in real-time
• Communicate any IT issues and direction/workarounds (turnaround times, scripting, etc.), complete Agent skill changes submitted by the supplier partners but also reviewing metrics and perform skill changes to leverage advisors into trained line of business to help support current queues (considered a Realtime play) etc.

Qualifications

• Bachelor’s degree preferred or equivalent workforce management experience
• 2+ years of previous experience working in real-time adherence, forecasting, monitoring and analysis of customer contacts in a real-time contact center environment preferred
• Technical or automotive experience a plus
• Handles work and relationships…