Job
Description
Please send across your updated resume to "Radhika.gupta1@teleperformance.com". We're looking for talented for WFM Manager to join our TP team. Location: Mumbai, Thane Experience: 8+yrs Employment Type: Full Time (Work from Office) PURPOSE OF POSITION Provide direction and management of mission control teams, schedulers, forecasting analysts, and coordinators, as assigned, to ensure that program planning and intraday management supports business and client objectives for multi-site call center operations. Serving as WFM point of contact for assigned projects/clients, PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of deliverables, performance reviews, and management of TP Security procedures, etc. Responsible for the teamâs defined objectives as required by client and internal leadership by providing motivation and building high-performing teams Identifying areas of opportunity and implementing innovative solutions to maximize efficiency Oversees the accurate compilation and distribution of information and reports to key stakeholders, including internal and external leaders Coordination of operations, account management, recruiting, training and other internal departments to ensure all staffing-related client objectives are met Performs other duties as assigned by WFM director or other members of management Participate in and lead meetings with clients and internal stakeholders as required to manage staffing plans and performance Responsible for identifying challenges and risks to be escalated to WFM director for awareness and resolution QUALIFICATIONS Minimum 6 years call center experience and 5+ years WFM experience Ability to understand, analyze and report on call center metrics Must demonstrate strong analytical, numerical, and problem solving skills Proficient in MS Excel and WFM Softwares Should have hands on experience on Capacity planning Identify and execute opportunity based on PnL Should be clear with all IEX fundamentals. Should be able generate improvement opportunities by shift bidding. Core coordinator between Planning and RTA team, highlight gaps and prepare mitigation plans. Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment Must be able to provide leadership and direction to mission control analysts, scheduling analysts, and coordinators to drive efficiency and optimize service delivery Flexible schedule and impeccable attendance record Show more Show less
