Responsibilities

- 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.

Requirements

- 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.

Job Application Accommodation

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.

📌 WFM Real Time Analyst I (Navi Mumbai)
🏢 TP
📍 Navi Mumbai