WFM Assistant Manager
TP (company site, opens in a new tab)GurugramOn-siteDirect career pageEst. 6–10 LPA
Posted on 21 Sept
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Job description
Structured overview of role & requirements
About This Role
- Full ownership of operational support for contact center including staffing, scheduling, and forecasting.
- Oversees contact center quality assurance and support systems implementation, potentially for multiple sites.
- Manages and directs a mixed team with responsibility for employee lifecycle and coordinates short to medium term operational activities.
Minimum Requirements
- Work Experience Required: Advanced knowledge and experience in contact center operations, including workforce management.
- Experience overseeing staffing, scheduling, forecasting systems, and quality assurance in contact centers.
- Experience managing teams including specialists and support roles with employee lifecycle responsibility.
- Work Experience Required: Not explicitly mentioned in the JD regarding years or specific qualifications; notice period not specified.
Ideal Candidate Profile
- Experienced leader in contact center operations with capability to lead multiple projects and initiatives.
- Skilled in workforce planning and quality management systems within contact centers.
- Able to supervise and mentor lower-level specialists and act as escalation point in complex matters.