Main Job Responsibilities:
* 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 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
* 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 in Oracle or applicable software
Job Requirements:
* Ability to drive high performance work teams
* Experience and understanding of staffing, queues, and performance measurements
* Proficiency with Excel
* Adept at managing multiple priorities and tasks in a fast-paced environment
* Strong written and verbal communication skills with the ability to drive and effectively communicate change
* Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
* Communication and interpersonal skills
* Ability to work in a team environment
* Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
* Ability to motivate and lead through tactical leadership built from strategic vision.
* Strong ability to analyze call trends and take appropriate action
* High school degree; college degree preferred
* Must be available to work any shift any day
* Working knowledge of call center dynamics, verbiage and methodologies
* Proficiency with IEX scheduling software preferred
* Previous Workforce management desired
* Experience in Multi-site call center management desired
Details Required Experience 2 Department Flight Hub Career LevelTrainer/Quailty Position Location Cairo Skills Excel Excellent English Requirements and responsibilities need to get with the salary: 12,383.19 + 2400 KPIs
Details Required Experience 3 years Department Customer Operations Career LevelSenior Position Location Cairo Skills Analytical Skills English Requirements and responsibilities # **The Workforce Management Analyst is responsible for managing all WFM tasks, including: analyzing center and agent his…
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