WFM Real Time Analyst I

Canada; Malad; Ibrido; INR 420.000 - 540.000; Tempo pieno

Descrizione del lavoro

Teleperformance is seeking a proactive operations professional in India to oversee all contact center support activities, including staffing, scheduling and forecasting, with responsibility for training programs and quality assurance.

You will supervise multiple centers, drive process improvements, and lead a small team to meet daily objectives while upholding client and company standards.

Competenze

• Experience in contact centers or customer service operations.
• Ability to manage staffing, scheduling and forecasting processes.
• Proven track record in coaching and leading teams.

Mansioni

• Oversee all operational support aspects of the contact center.
• Facilitate and monitor staffing, scheduling and forecasting systems.
• Monitor training programs across the contact center.
• Oversee all quality issues and support systems implementation.
• Possibly lead multiple contact centers and mentor junior staff.

Conoscenze

Workforce planning

Staffing

Forecasting

Training

Quality assurance

Team leadership

Formazione

University degree

Descrizione del lavoro

Join Teleperformance - Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

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.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.

We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.