Wfm Command Center Analyst

About TPTP 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 TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programsTP and You Through a balancedhigh-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's livessimpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest 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 ResponsibilitiesPURPOSE OF POSITIONResponsible for day-to-day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance.PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTSManage daily reporting, distribution and data entry of call center metricsMonitor call center activityMaintain generation, storage and distribution of call center dataServe as communication point between the Command Center and call centersResponsible for real time allocation changes based on call center activitiesResponsible for directing staff movement to meet call center service levels, allocation goals and occupancy targetsMaintain communication with Supplier Traffic Desks to ensure schedule adherence, communicate IT issues and direction, skill changes, etc.Creation, verification and distribution of service issues impacting call centersPrimary interface with IT Support to work on issue resolutionResponsible for coordination and execution of allocation changes needed during system maintenance or system outagesHandle verification, summarization and distribution of service issues daily, weekly and monthlyCreation and maintenance of reporting tools and templatesServe as main point of contact for shared /linked information between the Command Center, Traffic Desks and OperationsResponsible for all aspects of Command Center involvement during IT maintenance activityCommunicate staff and department performance metrics to managementResponsible for call routing during planned and unplanned System Maintenances and IT issuesPerform crisis assist responsibilities, monitor crisis application and update advisor application to communicate out events impacting our SubscribersThrive as a team player in a fast paced, high energy, change oriented environmentOther duties as assigned by supervisor or other managementEnsure 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 immediatelyRecommended SkillsOpen availiblity and be able to work on site in Warren, MI.A minimum one year experience in workforce administration, scheduling, or traffic desk activitiesMust have solid customer service skillsExcellent verbal and written communication skills and the ability to effectively present information across all levels of the organizationMust have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel formatMust use correct grammar and sentence structure, pronunciation and clearly speak the language required by position. Can be easily understoodMust be a good listener as well as a good communicatorAble to maintain personable conversation style and manner as well as appropriate telephone etiquette and speedAbility to effectively and professionally communicate with varying levels of personnel within the client and its other suppliersDemonstrated advanced proficiency with standard technology including Microsoft Word, Excel, PowerPoint and OutlookAbility to handle visual monitoring and data entry simultaneouslyAppreciates challenges and is always looking for new learning experiencesCapacity to learn quickly and grasp new concepts while demonstrating the ability to apply current dutiesStrong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environmentCreative in problem resolution and demonstrates the ability to think “out of the box” requiredMakes it a priority to solve all of the customer issues before the end of the callAbility to establish rapport with others over the telephone by initiating and leading conversations to make others feel comfortableAbility to realize the impact on customers in the decision-making processMust be able to multi-task in a busy environment while maintaining performance levels under stressAbility to work independently as well as with other team membersMust pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checksExcellent attendance requiredMust be flexible with ability to work any schedule base on business needs and have reliable transportationDemonstrated 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 toolsNeeds to be an assertive individual with high energy to be able to sell intangible client products/services to the customers by telephoneBEST SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyBe Part of Our TP FamilyIt 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

Created: 2025-10-04