Teleperformance
Gurgaon, Haryana, India Posted 6d ago
Teleperformance is seeking a WFM Real Time Analyst I to support contact center workforce management and operational performance. The role focuses on monitoring workforce activities, staffing levels, scheduling, forecasting, and adherence to established policies and procedures.
The position involves supporting workforce planning processes, monitoring contact center performance, and helping maintain operational efficiency. Responsibilities may also include tracking training program implementation, supporting quality management initiatives, and assisting with workforce management systems.
The successful candidate should be able to work independently within established guidelines, identify opportunities to improve daily processes, share best practices, and develop effective operational solutions. The role may also involve coordinating with junior team members and supporting day-to-day operational objectives.
A professional or university degree, as indicated in the job description.
Approximately 1–2 years of practical professional experience in a relevant area.
Understanding of workforce planning, staffing, scheduling, and forecasting.
Ability to monitor operational performance and workforce activities.
Knowledge of policies, procedures, and contact center operations.
Analytical and problem-solving skills.
Ability to work independently within established guidelines.
Ability to identify process improvements and share best practices.
Communication and coordination skills for working with operational teams.
Specific educational streams, software tools, certifications, and technical qualifications are not specified in the supplied listing.
