Work Force Management Officer - Ajman, United Arab Emirates - Tafaseel

Tafaseel
Tafaseel
Verified Company
Ajman, United Arab Emirates

3 weeks ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

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Description
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.

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.
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