About the role:
We are currently recruiting for Senior Operations Officer – WFM for Customer Contact Centre.
As Senior Operations Officer, you will ensure continuous optimization of Contact Centre performance and productivity through the management, supervision and coordination of the activities and schedules of Customer Service Agents and support staff. Responsible to manage capacity Planning, Scheduling, Forecasting, Real Time Management, Reporting and administrates Contact Centre applications AVAYA and VERINT WFM.
Your specific responsibilities include:
·Forecast volumes of voice/non-voice activities both short-term and long-term.
·Review forecasts on an intra - daily, weekly, monthly and annual basis for all workgroups, and compare actual results to forecasts, identifying opportunities for- improvement and implement solutions.
·Adjust workforce requirements based on changing / dynamic forecasts; reforecast when necessary. Manage and analyses real time Contact Centre performance, manage intra/inter-day activity for same day staffing adjustments and call routing re-alignments.
·Schedule skilled staff based on forecast and anticipated volume across all markets/services, including the use of scheduling tools, the designing of shift patterns and schedule adjustments as necessary.
·Review Key Performance Metrics and subsequent drivers, implementing actions for improvement
·Communicate explanation for variance of workload, KPIs and/or resource availability and initiate recommendations for any changes to improve forecasting/scheduling efficiency with Planning Manager and other stakeholders.
·Develop appropriate historical and real-time reporting and share critical operating data/ analysis in a timely manner.
·Create and deliver management analysis to Contact Centre Manager according to business requirements.
·Develop proper contingency plans to ensure that staffing remains as sufficient as possible in the event of disruption or outage and any unforeseen events.
·Establish and maintain interfaces across departments and sites to evaluate and assess their impact on contact centre workload.
·Collaborate with Sites manager, Officers and teams to identify and track both planned and unplanned absences.
·Administration of VERINT WFM tools configuration to match business requirement.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible
About you
The successful candidate will have the following qualifications and skills:
·Bachelor’s Degree or equivalent
·Minimum 5 years of job-related experience and 2 years on leadership role for WFM
·VERINT WFO knowledge and working experience on any other WFM tool is a must
·5 years’ of forecasting and scheduling experience for Contact Centre.
·Extensive knowledge of MS Excel and MS power point.
·Excellent problem solving and decision-making skills
·Excellent communication skills with fluency in English language.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.
