Teleperformance USA WFM Mission Control Analyst in Boston, Massachusetts
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
This person will be responsible for training employees (new or existing) to meet and exceed performance, quality, end-user satisfaction and other key operational metrics by providing guidance, support and education. They are also expected to perform Training Needs Analysis and design training content as needed.
Monitor established thresholds for schedule adherence, online states, off-phone events (break and pre-approved AUX modes), agent states that are not pre-approved and must be limited (ACW, long calls, Aux modes)
Communicate with operations management for prompt resolution of issues identified in duties above
Partnering with operations in recruitment of overtime/VTO to assist with managing intra-day staffing levels
Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e. technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of Aux, ACW and/or agent population shrink)
Reporting as required by client and internal leadership (i.e. switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
Information exchange with 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
Other duties as assigned by management
Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
Must be flexible to work overnight shifts (Sunday-Tuesday 6PM-6AM & Wednesday 6PM -1AM EST)
90 days in current position (internal applicants)
Must have 6 months experience in Call Center Operations
Must have solid customer service skills
Must have solid verbal and written communications skills
Must have flexibility to work during any hours of operation
Must have proficiency in: ability to use E-mail, extended e-mail functions, word processing and advanced spreadsheets in Excel format.
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