WFM Real Time Analyst I

TGBPL TP India - IBU; Malad; On-site; INR 600,000 - 800,000; Full time

Job summary

TGBPL TP India - IBU is looking for an Operations Manager for their contact center in Malad, Jammu and Kashmir. The candidate will oversee all operational support aspects, including staffing, scheduling, and training programs, ensuring quality management.

Ideal candidates should have a relevant professional or university degree and approximately 1-2 years of experience in a contact center environment. The role requires independent work and the ability to set operational objectives for junior team members.

Qualifications

• Approximately 1-2 years of practical professional experience in a contact center.
• Ability to facilitate and monitor workforce planning issues.
• Knowledge of training program implementation and execution.

Responsibilities

• Oversee operational support aspects of the contact center.
• Monitor staffing, scheduling, and forecasting systems.
• Implement and manage contact center quality issues.

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.