WFM Assistant Manager

TP; Mohali; On-site; INR 800,000 - 1,400,000; Full time

Job summary

TP is seeking an experienced Operations Manager to oversee all operational support aspects of our contact center. You will coordinate staffing, scheduling, forecasting and policy implementation to ensure smooth day-to-day performance.

You will monitor training programs, manage quality issues, and support systems deployment across possibly multiple contact centers. The role requires mentoring and guiding junior staff while setting strategic direction within a defined scope.

Qualifications

• Oversees operational support for the contact center.
• Manages workforce planning: staffing, scheduling, forecasting.
• Monitors training program implementation across the contact center.
• Oversees quality issues and support systems management.

Responsibilities

• Coordinates daily contact center operations and short- to mid-term team activities.
• Provides tactical and operational input to policies and standards.
• Leads a mixed team of specialists and support staff with lifecycle responsibilities.

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/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.