Wfm Real Time Analyst I

TP; Malad; On-site; INR 300,000 - 460,000; Full time

Job summary

A leading contact center firm is seeking an operational support manager in Jammu and Kashmir. The role involves overseeing all operational aspects of the contact center, facilitating workforce planning including staffing and training, and ensuring quality standards. Candidates should possess a professional/university degree with 1-2 years of relevant experience. This position requires independent work and the ability to continuously improve operational processes.

Qualifications

• 1-2 years of practical professional experience in a relevant area.
• Approx. 1–2 years of practical professional experience in a related area.
• Commitment to developing own knowledge and sharing best practices.

Responsibilities

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor workforce planning, staffing, scheduling, and forecasting.
• Monitor implementation of training programs across the contact center.
• Oversee contact center quality issues and support systems management.
• Develop knowledge and implement best practices.
• Continuously improve day-to-day activities and processes.

Skills

Team leadership

Independent work

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
• Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.