WFM Real Time Analyst I

TGBPL TP India - IBU; Greater Noida; On-site; INR 300,000 - 600,000; Full time

Job summary

TGBPL TP India - IBU is seeking a professional who will oversee all operational support aspects of the contact center in Greater Noida. The role includes facilitating workforce planning and monitoring training programs to improve services.

The ideal candidate should have a university degree and 1-2 years of relevant experience, with a continuous improvement mindset. This position offers an opportunity to take ownership of operational objectives and ensure quality assurance.

Qualifications

• Knowledge acquired from a professional or university degree.
• Approximately 1-2 years of practical professional experience in a specific area.
• Expected to continuously improve day-to-day processes.

Responsibilities

• Oversees all operational support aspects of the contact center.
• Facilitates and monitors workforce planning, staffing, scheduling, and forecasting.
• Monitors training program implementation across the contact center.

Education

Professional or university degree

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 are fully proficient in executing established standards. Works independently within set frames and follows set course. Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Qualifications

Has a knowledge base typically acquired from a professional or university degree and approximately 1‑2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Expected to continuously improve the day‑to‑day activities/processes.

Equal Opportunity Employer

Teleperformance is an Equal Opportunity Employer.