WFM Real Time Analyst I

TGBPL TP India - IBU; Thane; On-site; INR 400,000 - 600,000; Full time

Job summary

TGBPL TP India - IBU in Thane is seeking a candidate to oversee all operational support aspects of the contact center. The role involves facilitating workforce planning issues such as staffing and scheduling, and monitoring various training programs across the center.

The ideal candidate will have a professional or university degree along with 1-2 years of practical experience. They will independently execute standards and ensure quality across multiple contact centers.

Qualifications

• Knowledge base typically acquired from a professional or university degree.
• Approximately 1-2 years of practical professional experience in a particular area.
• Expected to continuously improve day-to-day activities/processes.

Responsibilities

• Oversee operational support aspects of the contact center.
• Facilitate and monitor staffing, scheduling, and forecasting systems.
• Monitor implementation and execution of training programs.

Education

Professional or 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. Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

Qualifications

Has a knowledge base typically acquired from a professional or 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. Expected to continuously improve the day‑to‑day activities/processes.

Equal Opportunity Employer

Teleperformance is an Equal Opportunity Employer.