WFM Real Time Analyst II

TGBPL TP India - IBU; Greater Noida; On-site; INR 800,000 - 1,200,000; Full time

Job summary

TGBPL TP India - IBU is seeking a dedicated contact center operations manager to oversee all operational support aspects of the center. The successful candidate will manage workforce planning, training program implementation, and quality assurance.

The role requires proactive decision-making and management of a team to improve daily activities within the center. Teleperformance is committed to an inclusive work environment as an Equal Opportunity Employer.

Responsibilities

• Oversee and manage all operational support aspects of the contact center.
• Facilitate staffing, scheduling, and forecasting systems.
• Monitor the implementation of training programs at the contact center.
• Manage contact center quality issues and support systems.
• Supervise less experienced professionals and enhance daily activities.

Job description

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies.

Responsibilities

• Oversee and have full responsibility for all operational support aspects of the contact center.
• Facilitate and monitor workforce planning issues, including staffing, scheduling, forecasting systems, and associated policies and procedures.
• Monitor the implementation and execution of all training programs across the contact center.
• Oversee all aspects of contact center quality issues and the implementation and management of support systems.
• Possibly be responsible for multiple contact centers.
• Execute specialized projects and activities, typically working according to set principles.
• Generate and initiate own workload without needing instructions or guidelines.
• Supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end product.
• Significantly improve day‑to‑day activities and processes.
• Manage and oversee the implementation of short‑term activities within the team.
• Make operational decisions within a defined scope.
• Deliver professional responsibilities focusing on professional excellence, typically managing a team of individual‑contributor co‑workers.

Teleperformance is an Equal Opportunity Employer.