WFM Manager

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

Job summary

TGBPL TP India - IBU is seeking an experienced specialist to oversee all operational support aspects of the contact center. Responsibilities include developing new solutions, leading a team, and ensuring workforce planning and training implementation.

The ideal candidate will have strong expertise in workforce planning and quality issue management. This role requires a strong leader capable of handling multiple contact centers and ensuring the highest standards of operational efficiency.

Qualifications

• Experienced Specialist in one specific discipline with a thorough understanding of related disciplines.
• Strong experience in workforce planning, scheduling, forecasting, training program implementation, and quality issue management.

Responsibilities

• Develop and implement new solutions for programs, complex projects, processes or activities.
• Act as final decision/opinion maker in the area, coaching, mentoring and training others.
• Ensure the implementation of short to medium term activities within the business area.

Skills

Workforce planning

Scheduling

Forecasting

Training program implementation

Quality issue management

Job description

Job Summary

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.

Key Responsibilities

• Develop and implement new solutions for programs, complex projects, processes or activities.
• Act as final decision/opinion maker in the area, coaching, mentoring and training others on the area of expertise.
• Ensure 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.
• Ensure appropriate policies, processes and standards are developed and implemented to support short to medium term tactical direction.
• Lead a team of specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Qualifications

• Experienced Specialist in one specific discipline with a thorough understanding of related disciplines.
• Strong experience in workforce planning, scheduling, forecasting, training program implementation, and quality issue management.

Equal Opportunity Employer

Teleperformance is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other protected characteristic.