WFM Assistant Manager

Teleperformance (TP)

5 - 10 years

2 - 6 Lacs

thane

Posted:4 days ago| Platform:

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Skills Required

customer experience customer experience management workforce planning operations forecasting workforce management contact center communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a skilled professional to join our team as an Assistant Manager in Workforce Management. The ideal candidate will have between 5 and 10 years of experience in the field.

Roles and Responsibility

Oversee and manage all operational support aspects of the contact center, including staffing, scheduling, and forecasting systems.
Facilitate and monitor workforce planning issues, ensuring seamless execution and management.
Develop and implement training programs across the contact center, monitoring their implementation and execution.
Manage contact center quality issues and support systems implementation and management.
Coordinate daily operations, enabling and overseeing short to medium term activities within the team.
Deliver input to policies, processes, and standards, making tactical and operational decisions within a defined scope.

Job Requirements

Advanced knowledge and experience in Workforce Management, with a strong background in managing teams and implementing solutions.
Excellent leadership and communication skills, with the ability to motivate and inspire others.
Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions.
Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines.
Experience in managing a mixed team of Specialist and Support jobs, with full employee lifecycle responsibility.
Strong understanding of customer experience management, offering premier omnichannel support to top global companies.

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