WFM Real Time Analyst I

TGBPL TP India - IBU; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

TGBPL TP India - IBU in Hyderabad is seeking a candidate to oversee all operational support aspects of the contact center. The role includes managing staffing, scheduling, and forecasting, as well as monitoring training programs and quality issues.

The ideal candidate should have a professional or university degree with 1-2 years of experience in a related field. This position is crucial for ensuring the effectiveness of contact center operations and may involve managing multiple locations.

Qualifications

• 1-2 years of practical professional experience in a relevant area.
• Knowledge of operational support and workforce planning.
• Ability to monitor training programs and quality issues.

Responsibilities

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor staffing, scheduling and forecasting.
• Monitor implementation of training programs 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.