Workforce Management

1 week ago


Al Ain, Abu Dhabi, United Arab Emirates Teleperformance Full time

Job Title :
Workforce Management


DUTIES AND RESPONSIBILITIES
Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.

  • Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.
  • Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
  • Train team members, managers, and trainers on the use of workforce planning tools.
  • Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately.
  • Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
  • Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
  • Assist service line leaders with QC tracking and management.
  • Work with VP of Program and other senior staff to implement organizations new strategic plan.
  • Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives


Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.


  • Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.
Perform other related duties and assignments as required and assigned by supervisor or manager

Qualification Required

  • Graduate from a recognized Institute or University in any discipline OR Diploma HolderHigh School graduates
  • Min 3 year relevant WFM&MIS Experience
  • Good hand on MS Excel, Access (Optional)
  • Good analytical Skills
  • Knowledge on WFM concepts in terms of shrinkage, demand, occupancy, over under etc


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