Analyst WFM Reporting
1 month ago
ESSENTIAL FUNCTIONS/ CORE RESPONSIBILITIES
- Support in the management and thedelivery of the functional and operational plans for all aspects ofthe Workforce Operations department across clientsite/s.
- As one of the key contacts forWorkforce Operations onsite, assist multiple functions and membersof the workforce by implementing timely and effective solutions andprompt escalation and dissemination of information as/whenrequired.
- Support the department/s withday-to-day instances of staff shortages and/or overstaffing andescalate trends of shortage or overstaffing to theManagement.
- Communicate regularly and conciselywith the Contact Center Manager and Workforce Operations team toensure free flowing 2-way communication, escalating challengesand/or risks for prompt resolution.
- Establishand maintain strong working relationships with all Functions,support the Workforce Services team in ensuring scheduling androstering deadlines are met across all Functions and on-the-groundadjustments are updated in a timelymanner.
- Manage, update, and send daily, weekly,monthly ad-hoc reporting to assist the mgt in monitoring contactcenter, team & representative performance across clientsite/s, including but not limited to shrinkage, occupancy, and NPTusage.
CANDIDATEPROFILE
- 2+yrs specific exp. in workforce scheduling (roaster creation), RealTime Mgt, Reporting & Warehousing.
- Ableto balance a large-scale function operation while understanding thestrategic, detail-oriented planning required to deliverit.
- Excellent analytical, numerical,problem-solving, and decision-makingskills
- Excellent verbal and writtencommunication skills.
- Ability to effectivelypresent information and engage across all levels of theorganization.
- Ability to prioritize workload,meet deadlines and perform multiple tasks with attention to detailin a challenging, shifting-priority in a 24*7 operationalenvironment.
- Proficient in MS Office (Macros +advanced functions) and WFM software utilized by assigned projects(Verint, IEX, Aspect, etc.)
- Ability to workeffectively in a new environment.
PREFERENCES
- Bilingual Arabic and Englishspeaker.
- Prior experience in Banking, financialservices, or Insurance.
- Candidate readilyavailable in the UAE and can joinimmediately.
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