WFM Real Time Analyst I

TGBPL TP India - IBU; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Job summary

TGBPL TP India - IBU is seeking a responsible individual to oversee all operational support aspects of their contact center in Gurugram District, India. The role includes facilitating workforce planning, training, and quality assurance across possibly multiple contact centers.

The ideal candidate will have a professional/university degree and approximately 1–2 years of relevant experience. A proactive mindset towards improving processes is essential.

Qualifications

• Professional/university degree and approximately 1–2 years of practical professional experience in a particular area.

Responsibilities

• Oversee and have full responsibility over all operational support aspects of the contact center.
• Facilitate and monitor all workforce planning issues, including staffing, scheduling, forecasting systems, and policy and procedure.
• Monitor the 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 set courses.
• Continuously improve day-to-day activities/processes.
• Act as a formal team leader of more junior co-workers and set day-to-day operational objectives.

Job description

Responsibilities

• Oversee and have full responsibility over all operational support aspects of the contact center.
• Facilitate and monitor all workforce planning issues, including staffing, scheduling, forecasting systems, and policy and procedure.
• Monitor the 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 set courses.
• Develop own knowledge, share best practices, and develop relevant/appropriate solutions.
• Continuously improve day-to-day activities/processes.
• Act as a formal team leader of more junior co-workers and set day-to-day operational objectives.

Qualifications

• Professional/university degree and approximately 1–2 years of practical professional experience in a particular area.

Teleperformance is an Equal Opportunity Employer.