| Job Location | Riyadh, Saudi Arabia |
| Education | Not Mentioned |
| Salary | $7,000 - $8,000 |
| Industry | Telecommunications |
| Functional Area | Not Mentioned |
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-Operate the particular software and platforms adopted to facilitate the WFM process (analytics, forecasting, scheduling, tracking, and reporting) Oversee real-time workload, ensuring optimal performance to set service levelsAddress escalated service delivery issues in partnership with call center managersTeam development and training-Collaborate with Quality, Training, and Operational teamsCoordinate hiring, training, and skill developmentEducate staff on workforce management best practicesKeeping up with industry trends and knowledge-Stay updated on workforce management trends-Recommend solutions for forecasting and scheduling needs
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