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Workforce Management Specialist

3.00 to 8.00 Years   Amman, Jordan   08 Dec, 2021
Crystel
1 Jobs Openings
Job LocationAmman, Jordan
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryCall Centers & Customer Care Outsourcing
Functional AreaNot Mentioned

Job Description

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support contact center operations.

  • Preparing roasters and schedule for agents
  • Preparing schedule leave planners for the team
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a periodical basis for multi-site operation.
  • Provide daily/intra-day performance reports to leadership.
  • Ensure client reporting is on time and ensure timely delivery of client reporting
  • Ensure accuracy and authenticity of reporting
  • Work closely with client forecasting team and provide feedback on variances and projections.

Keyskills :

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