WFM Assistant Manager
TP (company site, opens in a new tab)NoidaOn-siteDirect career pageEst. 6–12 LPA
Posted on 10 Sept
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Job description
Structured overview of role & requirements
About This Role
- Responsible for all operational support aspects of one or multiple contact centers including workforce planning, staffing, scheduling, and forecasting systems.
- Oversees contact center quality issues, training program implementation, support systems management, and delivery of tactical and operational inputs to policies and processes.
- Manages a mixed team of Specialists and Support staff with full employee lifecycle responsibility and acts as a single point of contact for complex matters.
Minimum Requirements
- Work Experience Required: Not explicitly mentioned in the JD.
- Experience in workforce planning, scheduling, forecasting, and contact center operations support required by implication.
- Experience managing training programs and quality assurance in a contact center environment implied but not explicitly stated.
- Must be able to supervise and coordinate teams of specialists and support staff; explicit requirements or qualifications not mentioned.
Ideal Candidate Profile
- Candidate is expected to have advanced knowledge and experience in contact center operations and workforce management supporting multi-site or large teams.
- Should be capable of leading development of new operational solutions or projects and sharing best practices within professional area.
- Able to manage employee lifecycle fully and coordinate daily operations ensuring tactical and operational decisions within defined scope.