Workforce Management Analyst Ajman UAE

Position: Workforce Management Analyst

Date posted: 2022-10-22

Industry: other

Employment type: Full Time

Experience: 2 years

Qualification: Bachelor’s Degree holder

Salary: AED 7000 to 8000

Location: Ajman, United Arab Emirates

Company: Confidential

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.

with the subject “WFM TF00155”