WFM Real Time Analyst I

Teleperformance (TP); Jaipur; On-site; INR 5,00,000 - 7,00,000; Full time

Job summary

A leading contact center service provider in India is seeking a capable operations manager for their contact center. The role includes oversight of all operational support areas, workforce planning, and training program execution. The ideal candidate will have a relevant professional degree and 1-2 years of experience in a similar environment. Continuous improvement of center activities is expected.

Qualifications

• 1-2 years of practical professional experience in a particular area.
• Ability to monitor workforce planning issues including staffing and scheduling.
• Proficiency in executing established standards and improving activities.

Responsibilities

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor workforce planning and procedures.
• Monitor training programs implementation across the contact center.

Education

Professional/university degree

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
• 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