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Real Time Analyst

3 weeks ago

Mumbai, Maharashtra, India Teleperformance (TP) Full time
  • 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
  • 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 professional 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