Workforce Management Analyst

Application Deadline: Ongoing until positions are filled.

to apply, please visit the TP Careers site at

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

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

If you require reasonable accommodation during the application process, please contact us at View phone number on click.appcast.io or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

Purpose

This position will support the WFM department with daily Login Identification administering. Update and maintain client specific Hierarchies. Troubleshoot ID issues. Submit terminations by following client specific process for roll offs in a timely manner.

Preference will be given to those available to work onsite at the Brownsville, TX location. Work at home is still available for this role.

Your Responsibilities

• Process and resolve helpdesk tickets through internal Teleperformance Helpdesk.

• Generate Network logins for new hire agents or update for internal transfers.

• Assigning, binding and disabling of ACD-IDs in CCMS.

• Create/assign Firecastle profiles for new hire agents or internal transfers.

• Request Client specific logins through client process within SLA.

• Maintain the tracking of Client logins in CCMS.

• Reset passwords and troubleshoot login/access issues.

• Submit roll-off requests or forms based on site attrition though client specific process within in SLA.

• Other duties as directed by supervisor.

Qualifications

• 90 day+ in current position

• 6 months of call center operations or Workforce experience is a plus

• Must be detail oriented

• Willing to work extended hours and or weekends when needed

• Strong skills in handling constant change

• Work in Harmony with others

• Excellent service skills (timeliness of delivery and quality)

• Experience with Microsoft based technologies

• Willingness to face new challenges daily

• Ability to effectively communicate both verbally and written, with all levels of staff and management

• Strong organizational and time management skills

• Strong interpersonal and customer service skills

• Willingness to proactively address ideas and propose alternatives with the purpose of providing and receiving constructive feedback

• Sound reasoning ability together with strong problem solving skills

• Ability to view a computer monitor for several hours at a time

• Able to work with little to no supervision if necessary

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.