Real Time Analyst

Overview

Real Time Analyst role at Teleperformance overseeing operational support aspects of the contact center, including workforce planning, staffing, scheduling and forecasting systems, and policy and procedure.

What you'll do

• Oversee and take full responsibility for all operational support aspects of the contact center.
• Facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure.
• Monitor the implementation and execution of all training programs across the contact center.
• Oversee all aspects of contact center quality issues and support systems implementation and management.
• Be responsible for multiple contact centers, where applicable.
• Develop own knowledge, share best practice and develop relevant or appropriate solutions.
• Continuously improve day-to-day activities and processes.
• Act as a formal team leader of more junior co-workers and set day-to-day operational objectives, where applicable.

What you'll need

• Knowledge typically acquired from a professional or university degree.
• Approximately 1-2 years of practical professional experience in a particular area.
• Full proficiency in executing established standards.
• Ability to work independently within set frames and follow set course.

Details

• Location: INT 408 Gurgaon.