إنتهت صلاحية هذا الإعلان الوظيفي لقد إنتهت صلاحية هذا الإعلان الوظيفي و هو غير مفتوح حاليا لأي طلبات عمل.
إرفاق
وصف الوظيفة
Manage Workforce Management (WFM) team. Monitor, maintain & track real time call volume of inbound call traffic, distributes calls based on staff availability and manages staff schedules. Responsible for Forecasting analysis based on historical data and Bank future plan .Additionally, by creating, validating, analyzing and maintaining various Call Center related reports the WFM will forecast the call volume and available staff to ensure that the staff is scheduled in the most efficient manner to properly utilize our available resources and maintain acceptable service levels.
Main Tasks:
- Create operation forecasting metrics in a quarterly basis with the adjustment if needed to harmonize with bank future plan.
-Design Call Center capacity plan in a quarterly basis based on forecasting and future plan.
-Prepare monthly departmental reports to capture the progress, performance in order to verify all the processes that has been implemented through the month.
- Organizes and supervises the activities and work of a small team of subordinates to ensure that all work within a specific area of the Operational Support activity is carried out in an efficient and procedurally compliant manner.
المؤهلات والخبرات والمهارات
- Ability to make sound decisions quickly in a fluid work environment.
- Strong MS Excel required. Strong interpersonal skills and the ability to communicate with many different levels of employees
- Highly organized and can work independently.
- Experience with workforce management software and telecommunications as it relates to call centers strongly preferred.
