WFM Assistant Manager

TGBPL TP India - GBS; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Teleperformance in India is seeking a lead for operations within the contact center. The role oversees all operational support aspects, from staffing, scheduling, and forecasting to training and quality assurance across multiple centers.

The position requires coordinating daily operations, contributing to policy development, and guiding teams to ensure high performance and service excellence. It emphasizes employee development and a balanced work culture.

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Facilitates and monitors workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure.
• Monitors implementation and execution of training programs across the contact center.
• Oversees all aspects of contact center quality issues and support systems implementation and management.
• Coordinates daily operations and oversees short to medium term activities within the team.
• Delivers input to policies, processes and standards in a tactical and operational scope.

Job description

Join Teleperformance – Where Excellence Meets Opportunity!Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.Why Choose Teleperformance?We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities.Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.Job DescriptionOversees 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 have advanced knowledge and experience and participates in/leads the development of new solutions/projects. Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others. Can supervise and coordinate lower-level specialists being single point of contact in complex matters.Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team. Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope. Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.Be One of Our People: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. Teleperformance is an Equal Opportunity EmployerJob Application Accommodation:If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.