WFM Assistant Manager

TGBPL TP India - IBU; Malad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

TGBPL TP India - IBU in Jammu and Kashmir is looking for an experienced individual to oversee all operational aspects of our contact center. You will facilitate staffing, scheduling, and training while monitoring quality and compliance.

This role demands advanced knowledge in contact center operations, requiring you to supervise specialist teams and coordinate daily activities effectively. Join us in delivering exceptional service while driving operational excellence and efficiency.

Qualifications

• Advanced knowledge and experience in contact center operations.
• Ability to supervise lower-level specialists and coordinate teams.
• Expertise in workforce planning, staffing, and training program implementation.

Responsibilities

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor staffing and scheduling.
• Monitor implementation of training programs and quality issues.

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.