Job description
1. To ensure meeting SLA and occupancy targets through daily intraday management with the provided resources.
2. To highlight changes and its implications on resources to the upper management along with recommended actions.
Key responsibilities
1. Review weekly forecasts taking in consideration historical data, events factors and available resources
2. Review weekly scheduling in light of weekly forecasts required
3. Provide long term planning & sizing through operational plans
4. Provide management with continuous updates in case of resources? shortage and provide recommendations to overcome the gap
5. Check up quarterly on customer care teams in terms of sizing and actual requirements and aligning with the budgeting team.
6. Ensure maintaining, updating and developing work force data base to ensure an updated system.
7. Analyze the unexpected events and report it to the management.
8. Ensure delivery of daily and monthly performance reports to all
function to measure performance and support the customer care management
team decision making.
9. Follow up on the hiring and transfers needed according to business needs and within the available budget.
Qualifications
- University Degree in a related field
- Minimum 2 years in WFM supervisory position
- Minimum 5 ? 7 years in contact center
- Experience in telecommunications
- Excellent Computer skills, Advanced MS Office are required
- Excellent in Arabic & English (Reading, Writing & Oral)
To Apply
