Real Time Analyst

TGBPL TP India - IBU; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

TGBPL TP India - IBU is seeking a dedicated professional to oversee operational support within the contact center. Responsibilities include staff planning, quality assurance, and training implementation.

The ideal candidate should hold a professional or university degree with 1-2 years of relevant experience. This role emphasizes continuous improvement and operational excellence.

Qualifications

• Professional or university degree.
• 1-2 years of practical experience in operational support.
• Ability to continuously improve processes.

Responsibilities

• Oversee operational support for the contact center.
• Facilitate and monitor workforce planning, staffing, and scheduling.
• Monitor training programs and quality issues.

Job description

Job Description

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Qualifications

Has a knowledge base typically acquired from a professional or university degree and approximately 1‑2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Expected to continuously improve the day‑to‑day activities/processes.

Equal Opportunity Employer

Teleperformance is an Equal Opportunity Employer.