WFM Assistant Manager

TGBPL TP India - GBS; Mohali; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Teleperformance is seeking an experienced operations leader to oversee all contact center support functions, including staffing, scheduling, forecasting, and the rollout of training programs. The role also manages quality initiatives, policy development, and the implementation of support systems across possibly multiple centers.

You will supervise a mixed team, coordinate daily activities, and serve as the single point of contact for complex matters, while guiding best practices and employee

Qualifications

• Advanced knowledge of contact center operations and workforce planning.
• Experience supervising mixed teams and coordinating multiple centers.
• Ability to develop and implement policies, processes and standards.

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Facilitates staffing, scheduling and forecasting systems; monitors training programs.
• Oversees quality issues and support systems implementation and management.
• Supervises lower-level specialists and serves as the single point of contact for complex matters.

Skills

Workforce planning

Staffing management

Forecasting

Training coordination

Quality management

Operations supervision

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 have advanced knowledge and experience and participates in or leads the development of new solutions and projects. Shares best practice and advice with co‑workers in the professional area. Generates own workload and creates directions for others. Can supervise and coordinate lower‑level specialists, being the 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 on 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.

Equal Opportunity Employer

Teleperformance is an Equal Opportunity Employer.

Job Application Accommodation

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.