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.
- 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