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