Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor 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 on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesnt need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers

Required Qualifications:

Bachelor’s degree in a related field.

1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.

Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead(must )

Experience in a BPO/contact center environment.

Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys).

Strong Excel, reporting, and data analysis skills.

Experience managing staffing, scheduling, forecasting, and workforce planning.

Leadership or team management experience is an advantage.

Strong communication and problem-solving skills.