WFM Real Time Analyst I

TP; Mohali; On-site; INR 350,000 - 600,000; Full time

Job summary

TP is seeking a contact center operations leader to oversee all operational support aspects, including staffing, scheduling, forecasting, and policy adherence. The role also reviews training programs, quality issues, and the implementation of support systems.

Potentially responsible for multiple centers and may act as a formal team leader for junior staff. Candidates should bring a degree and about 1–2 years of practical experience in the field, with a drive to improve daily processes and

Qualifications

• 1–2 years of practical professional experience in a relevant area.
• Builds knowledge and shares best practices.

Responsibilities

• Oversees and takes full responsibility for operational support in the contact center.
• Facilitates and monitors staffing, scheduling, and forecasting systems.
• Monitors training programs and quality issues; manages support systems implementation.
• May manage multiple contact centers.

Skills

Team leadership

Workforce planning

Staffing

Scheduling

Forecasting

Education

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. 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.