Assistant Workforce Manager

Location: Salt Lake City, UT 84104 Status: Full Time, Employee Job Category: Customer Support/Client Care Company: Teleperformance USA Established in 1978, Teleperformance is the leader and global expert in contact center management, creating more value through a better customer experience. Our core business spans the full spectrum of contact center solutions. Teleperformance has the largest global footprint in the industry with 281 contact centers, presence in 45 countries, servicing over 75 markets and 15 Nearshore and Offshore locations. Assistant Workforce Manager PURPOSE OF POSITION Day to day management of WFM processes and direct reports to support business objectives of assigned project(s). PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS § Effectively utilizes available technology and resources through accurate reporting of contact center staffing § Recommends and implements new reporting methods and strategies to improve efficiencies and accuracy§ Responsible for managing Intra-day, Scheduling and client login functions for assigned projects§ Drives and manages administration activities and initiatives related to ongoing usage of workforce management system.§ Monitors, coaches, and provides leadership to Workforce Management Analysts and supported projects§ Demonstrates competency in dealing with all levels of employees and management§ Thrives as a team player in a fast-paced, high-energy, change-oriented environment   Participates in the recruiting and interviewing of WFM Analysts   Issues appropriate counseling and disciplinary action to those associates  who fail to meet performance standards   Performs other related duties and assignments as required by Manager  EDUCATION § BA/BS degree preferred or equivalent work experience  EXPERIENCE § Must have strong mathematical and analytical skills§ Must be able to multi-task, be detail oriented and possess strong organizational skills§ Knowledge of Mission Control function is strongly preferred§  Experience with Workforce Management software is strongly preferred§ Excellent interpersonal and communication skills§ Ability to work without close supervision and exhibit a strong sense of self motivation§  Ability to adapt and excel as a team player in a fast-paced, high-energy, change-oriented environment§ Advanced knowledge and experience with Avaya preferred