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 have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
- Shares best practice and advice to the co-workers in the skilled area.




- Not only generates own workload but outlines directions to others.
- Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
- Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
- Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
- Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.

📌 WFM Assistant Manager (Punjab)
🏢 TP
📍 Punjab