Dubai
Company Info
Large organization
200 + Employees
Tafaseel BPO
Table of Contents
Job Position – Workforce Management Analyst – WFM
Job Details Here
Location: Ajman
Language: English (another language will be a plus)
Description:
+ Be responsible for forecasting, scheduling, and Intra-day activities for all contact center functions and channels.
+ Generate detailed and actionable business cases, proposals, and recommendations for opportunities and action plans to maximize agent productivity and efficiencies.
+ Develop accurate long-term strategic forecasting and staffing models for operating functions and Online Servicing channels.
+ Drive cost savings initiatives for operational efficiencies including queue management, occupancy, and scheduling efficiencies, optimize capacity management across multiple sites and multiple channels: phone, email, chat, and back-office functions.
+ Responding to management requests to produce “what if” scenarios to simulate the potential impacts, risks, and results upon implementing operational changes or targets
+ Maintain constant communication with operations teams to achieve service level goals and business objectives.
+ Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)
+ Managing the contact center headcount base, budget changes, and providing recruitment requirements to maintain the staffing levels coverage.
+ Managing the performance and productivity reporting
+ Design and develop dashboards and reporting models
Requirements:
+ Over 2 years’ involvement in contact center workforce management for a contact center.
+ Experience in operating WFM tools for multi-skilled teams across different sites/units is a must.
+ Knowledge of developing reporting and analytics tools for contact center teams is a must.
+ Qualified in setting up resource efficiency measures and strategies.
+ Excellent presentation skills.
+ Strong analytical skills.
Please send your CV only if you meet the requirements to hr@tafaseel.ae with the subject “WFM TF00144”
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