Workforce Management Specialist - Virgin Mobile Saudi

Ready to help build Saudi Arabia’s next generation mobile service?



Yes? Great! Because we’re looking for talented, motivated, friendly, honest and enthusiastic go-getters just like you. And together, we’re going to build Saudi Arabia’s next generation mobile service.



Everyone working at Virgin Mobile shares an inspired goal - to make people happy, one phone and plan at a time. That’s our business. Your job will be to help make sure that goal is achieved right here in Saudi Arabia.



Together, we’ll help put the newest and coolest phones in people’s hands and deliver prepaid and postpaid data plans built around their needs, and definitely have a lot of fun doing it.



Why be part of it?



At Virgin, people are our greatest asset. We truly believe that when people are treated with respect and given the freedom to be themselves, everything is possible.



From Virgin Megastores in Dubai, Virgin Mobile, and Virgin Atlantic through to Virgin Galactic we have never stopped believing that with the right people anything is possible.



When you work at Virgin Mobile, you’ll be surrounded by some of the newest and coolest phones, gadgets, people and innovations out there. But remember, all that stuff means little if you lose sight of what really matters: our customers.



After all, technology is for people. And it’s people who inspire us most.



The Workforce Management (WFM) Specialist evaluates staffing levels, schedule adherence, call patterns, and work volume on both historical data and real-time basis with an aim to ensure service and operational goals are met. The WFM specialist also acts as the key person responsible to provide administrative support.



Duties and Responsibilities



• Prepare, communicate and manage the schedules of customer care staff with an aim to meet customer needs

• Analyze and interpret available data to make recommendations for adjustments to staffing levels

• Develop and maintain a robust process to manage and track leave, attendance and adherence to schedule

• Responsible for maximizing efficiency and occupancy while meeting business objectives

• Manage schedule process & shift swap procedures

• Manage proactive approval and denial of discretionary activities such as vacations, trainings, meetings

• Analyze and report historical data and trends and develop forecast models

• Solely responsible for ACD reporting

• Develop daily, weekly and monthly KPIs reporting

• Take proactive measures to meet call volume demands

• Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards

• Oversee communication to new hires on schedule processes

• Provide coverage to assigned teams as the main point of contact in the absence of Quality Assurance Specialist

• Contribute to developing an upbeat and supportive culture

• Assist in the hiring process of new customer care champions and liaise with HR to arrange interviews

• Develop and maintain a filing system/procedure for customer care personnel located out of the HQ

• Plan and execute regular activities to motivate and engage staff

• Develop and maintain a robust process to manage and track leave, attendance and adherence to schedule

• Ensure the sufficient supply of stationery in the off-site contact center

Job Details

Date Posted:	2013-10-06
Job Location:	Jeddah , Saudi Arabia
Job Role:	Customer Service
Company Industry:	Telecommunications

Preferred Candidate

Career Level:	Mid Career
Degree:	High school or equivalent

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Date Posted: October 06, 2013 at 06:57PM

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Workforce Management Specialist - Virgin Mobile Saudi