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Workforce Planning Specialist

1.00 to 20.00 Years   Al Yasamin Riyadh, Saudi Arabia   07 Jul, 2024
Majorel KSA
1 Jobs Openings
Job LocationAl Yasamin Riyadh, Saudi Arabia
EducationBachelor's degree / higher diploma
Salary$7,000 - $8,000
IndustryTelecommunications
Functional AreaNot Mentioned

Job Description

The call center workforce manager role is pivotal in call center management. They are meant to drive optimal productivity within a multi-site, multi-skilled, 24/7 call center setup.This role centralizes forecasting, scheduling, and intraday performance management. Its ultimate purpose is to ensure the seamless handling of inbound and outbound communications. This requires a deep understanding of call center operations and emerging industry trends.

  • Performance monitoring
  1. -Operate the particular software and platforms adopted to facilitate the WFM process (analytics, forecasting, scheduling, tracking, and reporting)
  2. Oversee real-time workload, ensuring optimal performance to set service levels
  3. Address escalated service delivery issues in partnership with call center managers
  • Team development and training
  1. -Collaborate with Quality, Training, and Operational teams
  2. Coordinate hiring, training, and skill development
  3. Educate staff on workforce management best practices
  • Keeping up with industry trends and knowledge
  1. -Stay updated on workforce management trends
  2. -Recommend solutions for forecasting and scheduling needs

Keyskills :

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