WFM Real Time Analyst I

TP; Navi Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

Teleperformance India is seeking a capable operations professional for a contact center leadership role in Navi Mumbai. The position oversees all operational support aspects of the center and ensures staffing, scheduling, forecasting, and policy adherence.

It may supervise training implementation and maintain quality across multiple centers. The ideal candidate has a professional degree with 1–2 years of relevant experience, demonstrates initiative to improve daily processes, and can lead junior

Qualifications

• 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.

Responsibilities

• Overseas 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.

Job description

Responsibilities

• Overseas 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.

Requirements

• 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.

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.