WFM Manager

Teleperformance (TP)
Department Icon Operations Maintenance & Support
Posted: 8 months ago
3-8 years
Thane
Operations Maintenance & Support
work from office
Full Time
Posted: 8 months ago
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Posted over 15 days ago, so the role may have closed. Confirm on the employer's page when you apply, or see similar jobs.

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 new 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

Skills

ForecastingCustomer Experience ManagementWorkforce PlanningREQ-2025-24486Contact CenterCustomer ExperienceManagementWFM

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