Roles and Responsibility

- Oversees all operational support aspects of the contact center, including staffing, scheduling, and forecasting systems.
- Facilitates and monitors workforce planning issues, such as policy and procedure implementation.
- May monitor training programs across the contact center and ensure their effective implementation.
- Manages contact center quality issues and support systems implementation and management.
- Leads a team of specialists, sometimes with several hierarchical levels, and takes full employee lifecycle responsibility.
- Ensures the implementation of short to medium term activities within the business area or supports sub-functions in line with department strategy.

Job Requirements

- Minimum 5 years of experience in a related field, with a maximum of 10 years.
- Strong understanding of CRM/IT Enabled Services/BPO operations and processes.
- Experience in workforce planning, quality management, and training programs.
- Ability to coach, mentor, and train others on areas of expertise.
- Robust leadership skills and ability to manage teams effectively.
- Excellent communication and interpersonal skills.

📌 WFM Manager (Maharashtra)
🏢 TP
📍 Maharashtra