الوصف الوظيفي
Job location:
Jeddah
Dammam
Purpose of Role:
TBA
Scope & Responsibilities:
To manage workforce management in an effort to increase the operational effectiveness.
To report daily contact center metrics on all projects, teams, and agent performance.
Analyzing and adjusting staffing to maximize efficiency and service level requirements.
Ensure tracking center attendance
Reporting and Tracking staffing ratios and seat utilization/optimization.
Responsible for ensuring accurate use of WFM databases critical to the business by training and management of the personnel.
Building effective working relationships with internal and external departments.
To keep track on the changes to forecast
Tracking, monitoring, and reporting trends in project metrics.
To work out various alternatives for identifying staffing needs and sources.
Own and drive WFM and data mining tool deployment
Own and drive other tools (CSAT, FCR etc.) deployment in the contact center
المهارات
Experience and Expertise
Good Communication skills
MS Office operating and typing skills
Database management skills
Analytical skills
- Regression
- Box Plots
Interpersonal skills
Problem-Solving skills
Felicity with Forecasting Tools
- Control Charts – specially IMR
- Time Series Forecasting Methods
1. Single Exponential Smoothening
2. Double Exponential Smoothening
3. Winter Holt Method
4. ARIMA
Skilled in use of Advanced Excel Tools
Use of Erlang for Staffing Calculations
Skilled in use of What-if Analyses
Skilled in use of Automated Scheduling Tools such as Aspect eWFM, IEX or Blue Pumpkin
Must understand the complexities of scheduling in Multi-skill and multi-site environment.
تفاصيل الوظيفة
منطقة الوظيفة المملكة العربية السعودية
قطاع الشركة خدمات الدعم التجاري
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
https://www.bayt.com/ar/saudi-arabia/jobs/workforce-management-manager-project-site-level-4615111/
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