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Large global BPO brand, metro Noida, mid-level WFM role with broad responsibilities drives high competition.
Requires contact-center workforce planning and scheduling expertise, limiting cross-industry transferability.
Moderate filtering for proven WFM and contact center managerial experience, though no explicit years required.
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.
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.
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.