Mission Control Analyst

Company: Teleperformance ( Learn More )

General Information
High School
Not Specified
Not Specified
Job Description


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.


Your Impact

Our Work Force Management Mission Control Analyst is a very important part of our family. You will be responsible for intra-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance with established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Also, real time interaction with client for reciprocal communication imperative to maintain operations at peak performance. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.


Your Responsibilities

  • 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

  • Job Requirements

    What We’re Looking for

    • 6 months of Call Center Operations or Workforce experience a must
    • 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