Job Title
Category: Workforce Management
Application Deadline: Ongoing until positions are filled.
About TP: TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.
Benefits of working with TP include comprehensive health benefits, mental health and well-being resources, financial future tools, and career growth opportunities.
Purpose: This position will support the WFM department with daily Login Identification administering. Update and maintain client specific Hierarchies. Troubleshoot ID issues. Submit terminations by following client specific process for roll offs in a timely manner. This position is 100% work at home.
Your Responsibilities:
Process and resolve helpdesk tickets through internal Teleperformance Helpdesk. Generate Network logins for new hire agents or update for internal transfers. Assigning, binding and disabling of ACD-IDs in CCMS. Create/assign Firecastle profiles for new hire agents or internal transfers. Request Client specific logins through client process within SLA. Maintain the tracking of Client logins in CCMS. Reset passwords and troubleshoot login/access issues. Submit roll-off requests or forms based on site attrition though client specific process within in SLA. Other duties as directed by supervisor.
Qualifications:
90 day+ in current position 6 months of call center operations or Workforce experience is a plus Must be detail oriented Willing to work extended hours and or weekends when needed Strong skills in handling constant change Work in Harmony with others Excellent service skills (timeliness of delivery and quality) Experience with Microsoft based technologies Willingness to face new challenges daily Ability to effectively communicate both verbally and written, with all levels of staff and management Strong organizational and time management skills Strong interpersonal and customer service skills Willingness to proactively address ideas and propose alternatives with the purpose of providing and receiving constructive feedback Sound reasoning ability together with strong problem solving skills Ability to view a computer monitor for several hours at a time Able to work with little to no supervision if necessary
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.