Jobs for Humanity is partnering with Teleperformance USA to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or Hard of Hearing, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. This position is open to candidates who reside in and have the legal right to work in the country where the job is located.

Company Name: Teleperformance USA

Category: Workforce Management DOING BUSINESS WITH PEOPLE, FOR PEOPLE. Teleperformance is a global leader in providing exceptional customer experiences since 1978. We interact with over 38% of the world's population, spanning over 62 countries. Our success is built on the dedication of our people who provide outstanding customer service every day. Purpose of Position: We are looking for someone responsible for managing the day-to-day efficiency and adherence to schedule in our customer service operations. This role requires constant communication with supervisors, managers, and support center personnel, as well as real-time interaction with clients to ensure peak performance. Responsibilities: - Monitor schedule adherence, online states, and off-phone events (breaks and other approved time off). Limit unapproved agent states like ACW (after-call work), long calls, and unauthorized aux modes. - Communicate with operations management to promptly resolve any identified issues. - Assist in recruiting overtime and voluntary time off to manage staffing levels. - Generate alerts for any situations that could disrupt service level or efficiency, such as technical issues or unexpected call volume increases. - Generate required reports for clients and internal leadership, including switch and performance reporting, attendance and adherence reporting, and documentation of outages and staffing impacts. - Engage with clients and vendors in a virtual call center environment. - Thrive as a team player in a fast-paced, high-energy, change-oriented environment. - Perform other duties as assigned by supervisor or management. - Ensure adherence to Teleperformance policies and procedures, including HR, security, and operations. Communicate any known infractions to management. Requirements: - Internal applicants must have at least 90 days in their current position. - 6 months of experience in call center operations or workforce management is required. - Strong customer service skills. - Excellent verbal and written communication skills. - Flexibility to work any schedule based on business needs. - Proficiency in using email, word processing, and advanced spreadsheets in Excel format. - Successful completion of mandatory background checks, including pre-screenings, drug tests, and credit checks. If you are interested in this position, please fill out the form below and attach your resume. Thank you for considering Teleperformance as your next career opportunity!