Workforce Manager
Intelcia -
Smart Village, GizaPosted 5 years ago34Applicants for1 open position
- 1Viewed
- 0In Consideration
- 1Not Selected
Job Details
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Job Description
- Assist and support the strategic planning for the operations through information and strength and weakness analysis.
- Provide all necessary data for workforce management to the related departments
- Create sizing and headcount models for the implementation of new accounts.
- Develop and maintain management dashboards/balanced scorecards for effective results overview reporting.
- Supervise the implementation of all new projects.
- Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing issues.
- Support operation management with all necessary information, planning models and scenarios to facilitate the decision-making process
- Provide daily wrap up to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers
- Provide weekly plan to workforce leader and operations team to identify the opportunities and challenges of the coming week.
Job Requirements
Education :
- Education :Bachelor's degree Business analytics or equivalent experience.
- Professional experience : Minimum of five years work experience in workforce management or related field (call center preferred)
- Language: Fluent Written and Spoken English
Professional experience :
- Minimum of five years work experience in workforce management or related field (call center preferred)
Language:
- Fluent Written and Spoken English
Technical Skills :
- Dealing workforce management software application
- Statistical Analysis and Measurement
- Strong knowledge of office equipment and computer software, including programs such as Word, Excel, PowerPoint, Access, etc.
- Ability to develop strategic plans, inception to deployment
- Knowledge of Workforce Management principle and disciplines
Behavioral Skills :
- Ability to perform accurate data analysis for complex business groups
- Ability to define problems, collect data, establish a solution and report facts
- Comfortable working under pressure including meeting deadlines
- Excellent time management skills, the ability to multitask and prioritize in a fast-paced environment
- Strong attention to detail
