Role Purpose :

Responsible for Vodafone Global Enterprise operational reporting and analysis.
Workforce analysts perform various functions, including overseeing all aspects
of workforce optimization such as planning, creating, and communicating
forecasts and schedules with the goal of enabling a hassle-free and continuous
work flow project for the organization.

Key accountabilities and decision ownership:

 Develop financial reports that is used for billing and invoicing purposes
based on the revenue generated (spend) from VGE accounts
 Developing operational KPI reports for governance purposes
Serve as the primary point of contact on workforce management policies
Serve as subject-matter expert on workforce optimization issues
Ensure service level targets are met; maintain the right headcount, and
calculate call capacity
Responsible for the maintenance and upkeep of scheduling software
Responsible for reporting data management activities around employee
scheduling and forecasts
Improve processes and increase efficiency of operations by recommending
necessary changes
Undertake majority of call forecasting and agent scheduling for the contact
center
Ensure employees' time is accurately recorded by reviewing every timecard in
Oracle and I3 or other applicable software
Resolve errors such as missed punches, meal break adjustments, and correct
project code, etc. affecting employees
Ensure service level targets are met; maintain the right headcount, and
calculate call capacity
Responsible for the maintenance and upkeep of scheduling software
Responsible for reporting data management activities around employee
scheduling and forecasts
Improve processes and increase efficiency of operations by recommending
necessary changes
Undertake majority of call forecasting and agent scheduling for the contact
center
Ensure employees' time is accurately recorded by reviewing every timecard in
Oracle and I3 or other applicable software
Resolve errors such as missed punches, meal break adjustments, and correct
project code, etc. affecting employees
Undertake the review and record of time worked against the proper job task
code when an employee works overtime within a different cost center
Adjust total hours worked and any time off (leave) an employee has recorded

Core competencies, knowledge and experience:

o They must possess knowledge or relevant experience in forecasting, planning,
and scheduling calls or contacts or work volumes and staff or vendors,
ensuring optimal performance. They also require the ability to summarize,
visualize, and present data. It is also vital that they possess knowledge of
key call center metrics, including expected occupancy, utilization, service
levels, handle time, abandonment rate, and ASA. They must also possess
benchmarking and trending experience
o Excellent command of MS Office (Excel, Access, PowerPoint, projects, Visio,
SharePoint) in order to store data, create reports, produce schedules and
perform other tasks.
o Must also have working knowledge of eWFM, (Interactive Intelligence) or any
other workforce management software used to manage schedules, work flow, and
statistical data
o Analytical skills, possess analytical skills essentially for reviewing
information, analyzing data, and making appropriate recommendations for
improvement
o Power BI is a plus
o Professional experience developing SQL Server database objects
o Create and write SQL code for Reporting database based on customer and
internal report specifications.
o Professional experience with database architecture and schema design.
o Strong working knowledge of BO, SQL Developer or other equivalent report
writer.
o Advanced analytical and data interpretation Skills
o Proven experience in writing and maintaining support documentation (backup,
recovery, operations, etc.).
o Ability to prepare clear and comprehensive technical and end user standards
and procedures
o Able to demonstrate an understanding of the full range of customer
information/data management systems and related processes and protocols.
o Able to resolve the difficult and complex challenges associated with the
work performed.
o Ability to approach technical challenges from a business perspective.
o Excellent communication skill both in Arabic and English
o Excellent presentation skills
o Strong analytical, problem solving skills.
o Ability to manage and coordinate multiple activities under tight timeframes,
while maintaining the professional standard.
o Excellence mind-set striving to exceed expectations
o Drive towards continuous development and improvement
o Highly motivated self-starter who can drive changes
o Objective focused
o Communication skills: They must possess strong communication skills to
ensure that employees are kept informed of developments effectively, and to
ensure that all appropriate staff are aware of issues

Must have technical / professional qualifications or its equivalent:
*
Deliver, operate phase of IT project /service delivery
* Management of Risk
* Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team

_VO IS