WFM Assistant Manager

TGBPL TP India - IBU; Kalamba Mahali; On-site; INR 900,000 - 1,200,000; Full time

Job summary

TGBPL TP India - IBU is seeking a professional responsible for overseeing all operational support aspects of the contact center. This position involves managing workforce planning, monitoring training programs, and ensuring quality issues are addressed across multiple centers as needed.

The role requires advanced knowledge and experience in contact center operations, including the ability to lead the development of new solutions and coordinate with specialists.

Responsibilities

• Oversees all operational support aspects of the contact center.
• Facilitates workforce planning issues including staffing and scheduling.
• Monitors the implementation of training programs.
• Oversees contact center quality issues and management.
• Coordinates daily operations for short to medium-term activities.

Job description

Job Description

Oversees and has full responsibility over all operational support aspects of the contact center.

Facilitates and monitors all workforce planning issues, including staffing, scheduling, forecasting systems, policy and procedure.

Monitors 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 at this level have advanced knowledge and experience and participate in/lead the development of new solutions/projects.

Shares best practice and advice to co‑workers in the professional area.

Generates own workload and outlines directions to others.

Supervises and coordinates lower-level specialists, serving as a single point of contact for complex matters.

Coordinates daily operations, enabling and overseeing 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 lifetime responsibility.

Teleperformance is an Equal Opportunity Employer.