- 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

- Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines

- Will most often be a driving force behind the development of current solutions for programs, complex projects, processes or activities





- Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise

- Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department

- Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction

- Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility

📌 WFM Manager (Gurugram)
🏢 TP
📍 Gurugram