- 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.
- Has a knowledge base typically acquired from a skilled/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.
- Positions at this level are expected to continuously improve the day-to-day activities/processes.
- Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

📌 Real Time Analyst (Gurugram)
🏢 TP
📍 Gurugram