WFM Real Time Analyst I

TGBPL TP India - IBU; Navi Mumbai; On-site; INR 550,000 - 850,000; Full time

Job summary

Teleperformance in Navi Mumbai invites an organized contact center operations professional to oversee all operational support aspects and workforce planning, including staffing, scheduling, forecasting, and policy adherence to deliver exceptional CX.

You will monitor training programs, quality issues, and system implementations, while guiding junior teammates and ensuring day-to-day activities align with established standards.

Qualifications

• Knowledge base typically acquired from a professional/university degree.
• Experience in workforce planning, staffing, scheduling and forecasting is desirable.
• Ability to lead a team of junior staff and drive process improvements.

Responsibilities

• 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.

Skills

Team leadership

Workforce planning

Quality monitoring

Independent work

Education

Bachelor's degree or equivalent

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.

We are looking for fearless people. People who believe that if you are not doing your best, it's not worth it. People who believe in a new way of listening, understanding, and interacting - people who believe in people. So, if you are ready for a challenge, we're ready for you.

TP is a global digital business services company. With nearly 490,000 passionate people present in nearly 100 countries and speaking more than 300 languages and dialects, we have the knowledge and resources to deliver outstanding experiences anywhere. We deliver a competitive edge for our clients by combining our unique standards of process excellence with empathetic, high-touch support augmented by cutting-edge technology and our domain expertise.