- 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 professional/university degree and approximately 1-2 years of practical qualified 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

📌 WFM Real Time Analyst I (Gurugram)
🏢 TP
📍 Gurugram