Workforce Management Analyst

 

Description:

Hiring Workforce Management Analyst (WFM)

Location: Ajman – Language: English (another language will be a plus)

Salary: AED 7000 – 8000 based on the experience and interview

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 model

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.
  • We will only be contacting individuals who have the WFM experience and expertise.

Organization Tafaseel
Industry Management Jobs
Occupational Category Workforce Management Analyst
Job Location Ajman,UAE
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Salary 4000 - 7000 | AED
Experience 2 Years
Posted at 2022-10-23 5:56 am
Expires on 2023-01-21