Workforce Management Analyst

Established in the 1930s as a trading business, Al-Futtaim Group today is one
of the most diversified and progressive, privately held regional businesses
headquartered in Dubai, United A"rab Emirates. Structured into five operating
divisions; automotive, financial services, real estate, retail and healthcare;
employing more than ‎35,000 employees across more than ‎20 countries in the
Middle East, Asia and Africa, Al-Futtaim Group partners with over ‎200 of the
world's most admired and innovative brands. Al-Futtaim Group's
entrepreneurship and relentless customer focus enables the organisation to
continue to grow and expand; responding to the changing needs of our customers
within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity;
Al-Futtaim Group continues to enrich the lives and aspirations of our
customers each and every day.

Overview of the role
Responsible for engaging and managing change with designated field users as
part of the FWM deployment

What you will do
Develop duty sheets and other daily reporting as required by the business
* Works with the Analyst, Workforce Management to provide real-time information on contact center.
* Addresses recurring problems by recommending improved work processes, policies, or procedures.
* Schedules all transaction based work.
* Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and contact center performance.
* Communicates effectively with individuals/teams in the contact center to ensure high quality and timely customer experience
* Updating all employees requests such as leaves, bank account update, and data maintenance in SAP system.
* Create cases in the CRM system.
* Assign all cases to the HRSS team.

Required skills to be successful
* HR Background
* Customer Service Skills
* Good organizational and communication skills, plus knowledge of talent management programs functions.
* Experience in a unionized work environment.

What equips you for the role
* Proficient in Access Microsoft Office.
* English Language
* Problem Solving
* Work under pressure

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Before you click "apply": Please read the job description carefully to ensure
you can confidently demonstrate why this opportunity is right for you and
take the time to put together a well-crafted and personalised CV to further
boost your visibility. Our global Talent Acquisition team members are all
assigned to specific businesses to ensure that we make the best matches
between talent and opportunities. We not only consider the requisite
compatibility of skills and behaviours, but also how candidates align with our
Values of Respect, Integrity, Collaboration, and Excellence.

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available to you throughout the application process. We make every effort to
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