Workforce Management Executive – Forecasting & Scheduling
Job Description
+ Provide timely and accurate management information to support the Call Centre Management team in driving efficiency at team and individual agent
+ Arrange and work with operations team to implement the work schedule of the
+ Prepare and provide employees with a working schedule for the business week, incorporating all Support requirements (i.e., up-training, coaching,.) as well as forecasting and scheduling
+ Perform functions like running reports, exporting data, changing agent skills, and activating agent
+ Prepare and disseminate timely and accurate reports to operations management and the broader Support Leadership Team and proactively monitors agent calls, efficiency, and availability, and reports deficiencies to operations teams in real-time.
+ Monitor and track on the changes to forecast and shift
+ maintain accurate employee information in WFM and other databases and ensure accuracy and
+ Create scheduling matrices that ensure achievement of service level, schedule adherence, using projections and/or historical information.
+ Perform and follow up a day-to-day dialer
+ Monitor and follow up all data for outbound
+ Observe the daily reporting of dialer activity to include all relevant reports g. Calling list and campaign.
+ Liaise with Shift Managers and Agents to maximize company
+ Maintain confidentiality in all matters related to work and
+ Perform any other duties assigned to him/her related to the nature of the work.
Personal Skills
Flexibility and Openness to Change
Communication
Customer Focus and Results Orientation
Teamwork
Accountability
Initiative
Technical Skills
Job Location Cairo, Egypt Job Role Customer Service and Call Center Years of Experience Min: 3 Max: 7 Residence Location Egypt
