WFM Assistant Manager

TP; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

TP is seeking an experienced operations leader to oversee all operational support aspects of the contact center in Mumbai. The role ensures staffing, scheduling, forecasting, and policy implementation are delivered efficiently.

The position also monitors training programs, quality issues, and the deployment of support systems. You may supervise multiple centers and coordinate cross-functional teams to drive performance.

Qualifications

• Oversees operational support in the contact center.
• Leads workforce planning, staffing, scheduling and forecasting.
• Monitors training programs and quality management.

Responsibilities

• Coordinates daily operations and implements short- to mid-term activities.
• Provides input to policies, processes and standards on tactical decisions.
• Supervises lower-level specialists as the single point of contact in complex matters.

Skills

Workforce planning

Staffing

Scheduling

Forecasting

Training programs

Quality management

Project leadership

Team supervision

Cross-functional coordination

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.