WFM Real Time Analyst I

TGBPL TP India - GBS; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

TGBPL TP India - GBS is seeking a candidate to oversee operational support for the contact center. You will be responsible for managing workforce planning, monitoring training programs, and ensuring quality issues are addressed.

The ideal candidate should possess a professional/university degree and have 1-2 years of relevant experience in a particular area. Join us for a flexible work environment.

Qualifications

• 1-2 years of practical professional experience in a specific area.

Responsibilities

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor workforce planning issues, including staffing, scheduling, and forecasting.
• Monitor training programs across the contact center.
• Manage contact center quality issues and support systems.

Education

Professional/university degree

Job description

Company Overview

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on‑site and work‑at‑home programs, ensure flexibility and broad reach.

Responsibilities

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure.
• Monitor implementation and execution of all training programs across the contact center.
• Oversee all aspects of contact center quality issues and support systems implementation and management.
• May be responsible for multiple contact centers.
• Work independently within set frames and follow established standards.
• Develop own knowledge, share best practice, and develop relevant/appropriate solutions.
• Continuously improve the day‑to‑day activities/processes.
• Act as a formal team leader of more junior co‑workers and may set day‑to‑day operational objectives.

Qualifications

• Professional/university degree (field unspecified).
• Approximately 1–2 years of practical professional experience in a particular area.

EEO Statement

Teleperformance is an Equal Opportunity Employer.