Center Operations Analyst

Teleperformance is hiring for the role of Center Operations Analyst! Responsibilities of the Candidate: • Oversees and has full responsibility over all operational support aspects of the contact center • Facilitates and monitors 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 at this level are fully proficient in executing established standards Requirements: • Works independently within set frameworks and follows established procedures • Has a knowledge base typically acquired from a professional or university degree and approximately 1–2 years of practical professional experience in a particular area • Develops own knowledge, shares best practices, and develops relevant and appropriate solutions • Positions at this level are expected to continuously improve day-to-day activities and processes • May act as a formal team leader for more junior coworkers and may set day-to-day operational objectives