WFM Real Time Analyst I

Teleperformance Spain; Mumbai; Hybrid; INR 300,000 - 450,000; Full time

Job summary

Teleperformance is a global leader in customer experience management with flexible on-site and work-at-home programs. The role oversees operational support, staffing, scheduling, forecasting, and policy adherence within the contact center.

The position may involve training program supervision and quality initiatives, with potential leadership of junior team members. A degree and 1–2 years of industry experience are typically expected.

Qualifications

• 1–2 years of practical professional experience in a contact center or related area.
• Knowledge base typically acquired from a professional/university degree.
• Ability to work independently within set frames and follow established standards.

Responsibilities

• Oversee and manage operational support aspects of the contact center, including staffing, scheduling, forecasting, and policy enforcement.
• Monitor training programs and quality initiatives across the contact center.
• Potentially supervise multiple contact centers and lead junior teammates to achieve daily objectives.

Education

Professional/university degree

Job description

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.