Role: The role is responsible in ensuring the Contact Centre operates efficiently by managing staffing, schedules, and performance. Responsible for forecasting, scheduling, and optimizing resources, this role aims to maintain service levels, enhance productivity, and achieve operational effectiveness. By utilizing data-driven insights and workforce management strategies, the Workforce Team Lead contributes significantly to meeting customer service demands while maximizing team efficiency.
Technical Skills
•Problem Solving Skills
•Analytical Skills
•MS Office
•Forecasting & Budgeting
•Skills on leading WFM tools (AVAYA/Genesys etc.)
•Knowledge of contact center operations, staffing models, and scheduling best practices
Competencies:
•Customer Focus
•Drive for Results
•Disrupt and Challenge
•Accountability
•Strategic Thinking
•Adaptability
•Preferably Bachelor’s degree in business or administration management
•5+ years of experience working in Workforce Management role within Contact Centre
•English (Native or Fluent), Arabic (preferred)
•Ability to make analytical and procedural decisions.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.