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Resource Planning and Reporting Assistant Manager

1.00 to 10.00 Years   United Arab Emirates   24 May, 2022
Farah Experiences LLC
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

The Resource Planning and Reporting Assistant Manager is responsible for planning the effective utilisation of the Yas Concierge team, this includes - accurately forecasting future demand and scheduling the team to ensure shifts are aligned to forecasts and customer demands to ensure service levels are achieved. In addition the role will be responsible for the production and delivery of management information reporting. Your job scope will also include;

  • Accurately prepare forecasts and budgets for call and non-call workloads and resources; monitoring drivers against business change and developing models to improve accuracy.
  • Constantly monitor and propose effective shift patterns to match business requirements, optimizing performance of all Yas Concierge teams and maximizing agent satisfaction by providing roster preferences.
  • Determine and communicate short term staff capacity and roster for all Yas Concierge teams 6 weeks in advance.
  • Identify and pro-actively manage changes to shift patterns to deliver improved customer experience.
  • Engage with stakeholders and be aware and record business and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and actual results.
  • Deliver effective and accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
To be considered for this role, you will need to have;
  • 3-4 years experience in a Contact Centre Workforce Planning role
  • 2-3 years experience in the travel, leisure or hospitality industry
  • Expert skills in using Contact Centre Workforce Management tools
  • Expert skills in Excel for modelling and scenario planning for Contact Centres
  • Soft Skills (Proficiency in Microsoft Word, Excel and Outlook) *
  • Good Leadership skills *
  • Good Communication and Listening Skills

Keyskills :

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