Workforce Management Realtime Analyst

TP is a leading global provider of digital business services with a vast workforce of 500,000 employees across various continents, speaking over 300 languages. The company is renowned for partnering with some of the most prominent global brands to optimize their business operations. TP leverages advanced technology and sustainable business practices to enhance efficiency and foster growth, making it a powerhouse in the digital services landscape. Its commitment to innovation, sustainability, and community engagement positions TP as a force for good both within its corporate ecosystem and the broader markets it serves. The company prides itself on its inclusive culture, emphasizing diversity and equal opportunity, and strives to offer a workplace where every employee feels valued and empowered. This culture of inclusion fosters professional growth and supports a harmonious work environment where teamwork and respect are paramount. TP also demonstrates a strong commitment to veterans, active-duty service members, and military families by welcoming applications from these groups and providing resources to support their integration and career advancement.

This role focuses on workforce management within a vibrant and dynamic environment in McAllen, TX, requiring a committed onsite presence. As a Workforce Manager, you will be responsible for the day-to-day management of service levels, site efficiency, occupancy, and agent adherence to schedule and compliance parameters in real-time. This role demands constant communication with supervisors, operations managers, and support center personnel, ensuring that operational performance is maintained at its peak. Interaction with clients for real-time reciprocal communication is crucial to quickly address any operational disruptions and maintain service excellence. The position does not support remote work and requires a candidate who thrives in a fast-paced, high-energy, change-oriented setting where multitasking and problem-solving skills are essential.

Your responsibilities will include rigorous monitoring of schedule adherence, managing online states and off-phone events, and ensuring limited unauthorized agent states such as extended after-call work or auxiliary modes. You will also communicate promptly with operations management to resolve emerging issues, partner with recruitment efforts to manage staffing levels efficiently, and generate alerts for situations potentially disturbing service levels or site efficiency. Reporting duties are comprehensive, involving detailed documentation and communication both internally and with clients and vendors. Additionally, you will ensure strict compliance with all TP policies across security, human resources, and operations, quickly reporting any infractions to management.

TP offers numerous benefits supporting employees' health, financial security, and well-being. These include comprehensive medical, vision, and dental coverage, mental health resources including Employee Assistance Programs and health and personal time off, and financial planning tools such as competitive 401(k) plans, life insurance, critical illness coverage, flexible spending accounts, and employee discount programs. The company fosters an environment that prioritizes mental well-being, diversity, and career growth, making it an ideal place for individuals seeking both professional and personal development in a supportive culture.