WFM Manager

Teleperformance (TP); Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading contact center service provider in Thane, India, is looking for an experienced operational leader to oversee and manage all aspects of contact center operations. The successful candidate will be responsible for workforce planning, staffing, scheduling, and the implementation of training programs, ensuring quality assurance and process adherence. Ideal applicants must demonstrate expertise in operational support and team leadership within a fast-paced environment.

Qualifications

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Leads staffing, scheduling and forecasting, ensuring policies and procedures are followed.
• Drives development of new solutions for programs and complex projects.

Responsibilities

• Oversees all operational support aspects of the contact center.
• Facilitates and monitors workforce planning issues, including staffing and scheduling.
• Ensures appropriate policies, processes, and standards are developed.

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. Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.