WFM Real Time Analyst I

TP; Gurugram District; On-site; INR 800,000 - 950,000; Full time

Job summary

A leading contact center service provider in Gurugram is seeking an experienced individual to oversee operational support aspects, workforce planning, and quality management. The ideal candidate has a professional degree and 1-2 years of experience in managing contact centers. Responsibilities include implementing training programs and continuously improving operational processes. This role is suitable for someone who is proactive and can lead junior team members effectively.

Qualifications

• 1-2 years of practical professional experience in a particular area.
• Must develop knowledge and share best practices.

Responsibilities

• Oversees all operational support aspects of the contact center.
• Facilitates and monitors workforce planning issues.
• Monitors implementation of training programs.
• Oversees contact center quality issues.
• 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.
• Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
• Positions at this level are expected to continuously improve the day-to-day activities/processes.
• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Education

Professional/University degree

1–2 years relevant experience

Job description

Responsibilities

• 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
• Has a knowledge base typically acquired from a professional/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
• Positions at this level are expected to continuously improve the day-to-day activities/processes

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.