WFM Real Time Analyst I

TGBPL TP India - GBS; Kalamba Mahali; On-site; INR 400,000 - 600,000; Full time

Job summary

TGBPL TP India - GBS in Kalamba Mahali is looking for a contact center operations leader responsible for overseeing all support aspects. The role requires facilitating workforce planning, scheduling, and ensuring quality in operations.

Ideal candidates should possess a relevant degree with 1-2 years of experience in operational environments. You will work independently while leading a team, ensuring the implementation of effective training programs and quality standards.

Qualifications

• 1-2 years of practical professional experience in a particular area.
• Ability to facilitate and monitor workforce planning issues.
• Knowledge of contact center operations and quality management.

Responsibilities

• Oversee operational support aspects of the contact center.
• Facilitate workforce planning, scheduling, and forecasting.
• Monitor training programs and quality issues in contact centers.

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.