Workforce Management Manager ? Project / Site Level

1.00 to 10.00 Years Saudi Arabia 01 Nov, 2022

Job location:

Purpose of Role:TBAScope & Responsibilities:

To manage workforce management in an effort to increase the operational effectiveness.
To report daily contact center metrics on all projects, teams, and agent performance.
Analyzing and adjusting staffing to maximize efficiency and service level requirements.
Ensure tracking center attendance
Reporting and Tracking staffing ratios and seat utilization/optimization.
Responsible for ensuring accurate use of WFM databases critical to the business by training and management of the personnel.
Building effective working relationships with internal and external departments.
To keep track on the changes to forecast
Tracking, monitoring, and reporting trends in project metrics.
To work out various alternatives for identifying staffing needs and sources.
Own and drive WFM and data mining tool deployment
Own and drive other tools (CSAT, FCR etc.) deployment in the contact center

Keyskills :

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