Work Force Management Specialist - Call Center - Contact Center Company

•To work with operations team to implement work schedule.

•To prepare daily reports as specified.

•To perform functions like running reports, exporting data, changing agent skills, and activating agent traces.

•Responsible for maintaining accurate employee information in WFM and other databases.

•Monitoring schedule adherence and notifying the operations team when agents are out of adherence.

•To work out various alternatives for identifying staffing needs.

•To report daily call center metrics on all projects, teams, and agent performance.

•Analyzing and adjusting staffing to maximize efficiency and service level requirements.

•Ensure tracking and managing center attendance and schedule adherence.

•Managing 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 and shift swapping.

•Tracking, monitoring, and reporting trends in project metrics.

Job Details

Date Posted:	2014-09-07
Job Location:	Riyadh, Saudi Arabia
Job Role:	Other
Company Industry:	Telecommunications

Preferred Candidate

Career Level:	Mid Career
Gender:	Male
Degree:	Bachelor's degree / higher diploma

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Date Posted: September 07, 2014 at 06:23AM

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Work Force Management Specialist - Call Center - Contact Center Company