Immediate Joining
Language: English (Any other language will be plus)
Work Location: Ajman
Description:
Be responsible for forecasting, scheduling, and Intra-day activities for all
contact center functions and channels.
Generate detailed and actionable business cases, proposals, and
recommendations for opportunities and action plans to maximize agent
productivity and efficiencies.
Develop accurate long-term strategic forecasting and staffing models for
operating functions and Online Servicing channels.
Drive cost savings initiatives for operational efficiencies including queue
management, occupancy, and scheduling efficiencies, optimize capacity
management across multiple sites and multiple channels: phone, email, chat,
and back-office functions.
Responding to management requests to produce "what if" scenarios to simulate
the potential impacts, risks, and results upon implementing operational
changes or targets
Maintain constant communication with operations teams to achieve service level
goals and business objectives.
Maintain overall operational performance statistics on an interval, daily,
weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)
Managing the contact center headcount base, budget changes, and providing
recruitment requirements to maintain the staffing levels coverage.
Managing the performance and productivity reporting
Design and develop dashboards and reporting models
Requirements:
Over 2 years' involvement in contact center workforce management for a contact
center.
Experience in operating WFM tools for multi-skilled teams across different
sites/units is a must.
Knowledge of developing reporting and analytics tools for contact center teams
is a must.
Qualified in setting up resource efficiency measures and strategies.
Excellent presentation skills.
Strong analytical skills.