WFM Analyst I

TP; Thane; On-site; INR 500,000 - 900,000; Full time

Job summary

TP in Thane, India is seeking a supervisor who oversees all operational support aspects of the contact center, ensuring staffing, scheduling and forecasting systems are effectively managed.

The role requires independence within established standards and typically 1–2 years of practical experience. It may lead junior staff, monitor training programs, and drive day-to-day process improvements across multiple centers.

Qualifications

• Has knowledge base typically acquired from a professional/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.

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• 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.
• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

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. Has a knowledge base typically acquired from a professional/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. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.