WFM Analyst I

TGBPL TP India - IBU; Thane; On-site; INR 334,800 - 558,000; Full time

Job summary

TGBPL TP India - IBU in Thane, Maharashtra, is looking for a dedicated professional to oversee all operational support facets of its contact center. This role includes monitoring workforce planning, staffing, and the execution of training programs.

Successful candidates will have a professional or university degree and 1-2 years of relevant experience. Join us in delivering excellent service across multiple contact centers while driving continuous improvement.

Qualifications

• 1-2 years of practical professional experience in a relevant area.
• Ability to monitor workforce planning issues including staffing and scheduling.
• Proficient in implementing training programs and quality management.

Responsibilities

• Oversee operational support aspects of the contact center.
• Facilitate and monitor workforce planning, staffing, scheduling, and forecasting.
• Responsible for multiple contact centers and set operational objectives.

Education

Professional or university degree

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.