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Call Center Analyst

2.00 to 0.00 Years   Sharjah, United Arab Emirates   14 Nov, 2020
MBC
1 Jobs Openings
Job LocationSharjah, United Arab Emirates
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryMedia Production; Broadcast Media Production; Video & Film Production
Functional AreaNot Mentioned

Job Description

MBC Group is the largest satellite TV and radio network based in Dubai Media City. It broadcasts a portfolio of Arabic and Western entertainment channels as well as managing the Al Arabiya news channel. The Group currently requires a Call Center Analyst.Job Objective:

  • Responsible for the development of short and long term forecasting.
  • Responsible for the scheduling of all call center resources.
  • Responsible for creating call center staff KPI?s
  • Responsible for call center reporting and making recommendations to management on real-time staffing needs; analyze support metrics and identify trends.
  • Interfaces with ACD/WFM vendor to maximize utilization of call center tools.
  • Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.
  • Accountable for identifying ongoing call center staffing needs and interfacing with HR to maintain appropriate staff levels.
  • Manage time off scheduling process and tools
  • Responsible for scheduling of call center meetings and overtime planning.
  • Responsible for benchmarking call center practices within and outside of Software Support industry.
  • Supports continuous improvement to achieve consistently excellent client and employee satisfaction; identifies and recommends improvements in processes, procedures and tools usage.
  • Communicate and provide feedback effectively to Customer Support management team
  • Ensure all tools, processes and procedures are properly documented
  • Lead and participate in cross-functional project teams; lead and provide feedback to analysts and managers who are not direct reports
  • Manage users accepting testing.
  • Leverage and enhance the reporting capabilities of existing systems
  • Manage end-user reporting tools and develop additional tools as needed
  • Responsible for providing business analysis identifying key business drivers and root cause analysis which includes scenario based modelling.
  • Responsible for preparation and measuring adherence of the yearly annual budgeting plan for the call center.

Keyskills :
Call Center Analyst

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