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Category :** **Workforce Management

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 and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best 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!

Your Responsibilities

PURPOSE OF POSITION

Responsible for** **day-to-day** **management of s** **ervice** **l** **evel,** **s** **ite** **e** **fficiency/** **o** **ccupancy and agents to ensure adherence to schedule and compliance with** **in** **established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and** **Support Center** **personnel.** **R** **eal time interaction with client for reciprocal communication imperative to** **maintain** **operations at peak performance** **.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS

+ **Manage daily** **reporting,** **distribution** **and data entry of call center metrics**

+ **Monitor** **call center activity**

+ **Maintain** **generation** **,** **storage** **and distribution of call center data**

+ **Serve as** **communication** **point between the Command Center and call centers**

+ **Responsible for r** **eal** **time** **allocation changes based on call center activities**

+ **Responsible for directing staff movement to meet call center service levels, allocation goals and occupancy targets**

+ **Maintain** **communication** **with Supplier Traffi** **c Desks to en** **sure schedule adherence, communicate IT issu** **es and direction, skill changes,** **etc.**

+ **Creation** **,** **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**

+ **Handle** **verification** **,** **summarization** **and distribution of service issues daily,** **weekly** **and monthly**

+ **Creation and maintenance of reporting tools and templates**

+ **Serve as main 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 maintenance** **activity**

+ **Communicate staff and department performance metrics to management**

+ **Responsible for call routing during planned and unplanned Sy** **stem Maintenances and IT issues**

+ **Perform** **crisis assist responsibilities, monitor crisis application and update advisor application to communicate out e** **vents impacting our Subscribers**

+ **Thrive as a team player in a fast** **paced, high** **energy, change** **oriented environment**

+ **Other duties as assigned by** **supervisor or other** **management**

+ **Ensure all** **TP** **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** **TP** ** Management immediately**

Recommended Skills

+ **Open availiblity and be able to work on site in Warren, MI.**

+ **A minimum one year experience in workforce administration, scheduling, or traffic desk activities**

+ **Must hav** **e solid customer service skills**

+ **Excellent verbal and written communication skills** **and the** **a** **bility to effectively present information across all levels of the** **organization**

+ **Must have proficiency in ability to use e** **mail, extended email functions, word processing and advanc** **ed spreadsheets in Excel format**

+ **Must use correct grammar and se** **ntence structure, pronunciation** **and clearly speak the language required by positi** **on.  Can be easily understood**

+ **Must be a good listener a** **s well as a good communicator**

+ **Able to maintain personable conversation style and manner as well as a** **ppropriate** **telephone etiquette and speed**

+ **Ability to effectively and professionally communicate with varying levels of personnel within the client and its other** **suppliers**

+ **Demonstrated advanced proficiency with standard technology including Microsoft Word, Excel, PowerPoint and Outlook**

+ **Ability** **to handle visual monitorin** **g and data entry simultaneously**

+ **Appreciates challenges and is always looking** **for new learning experiences**

+ **C** **apacity to learn quickly and grasp new concepts while demonstrating the ability to apply** **current duties**

+ **Strong organizational skills** **with** **the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to** **detail in a challenging, fast p** **aced** **, shifting priority environment**

+ **C** **reative in problem resolution and demonstrates the a** **bility to think “out of the box** **” ** **required**

+ **Makes it a priority to solve all of the customer is** **sues before the end of the call**

+ **Ability to establish** **rapport with others over the telephone by initiating and leading conversations t** **o make others feel comfortable**

+ **Ability to realize** **the impa** **ct on customers in the** **decision-making** **process**

+ **Mu** **st be able to mu** **lti-task in a busy environment while maintain** **ing** **performance levels under stress**

+ **Ab** **ility** **to work independentl** **y as well as with other team members**

+ **Must p** **ass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks**

+ **Excellent attendance required**

+ **Must be flexible with ability to work any schedule base on business needs** **and have** **reliable transportation**

+ **Demonstrate** **d** **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**

+ **Needs to be an assertive individual with high energy to be able to sell intangible client products/service** **s to the customers by telephone**

BEST Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

Data Literacy

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.

TP is an Equal Opportunity Employer