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Job Description
Department / Sub Department: Supporting Functions / Workforce Management (Planning & Forecasting)
Line of Business: Raya Contact Center
Reporting To: WFM Supervisor
Job Purpose:
- Responsible for organizing balanced staffing with the volume of work being produced by collecting multi faced data, analyzing trends and parenting with the departments to manage the forecasting and scheduling for the short and long term plans.
- Responsible for analysis related to the planning and management of contact center employees such as planning, forecasting, staffing, volume projections.
- Responsible for forecasting work load and applying appropriate resources to handle the workload within intended service levels
Key Responsibilities:
- Manages operations staffing plans for potential and existing projects.
- Structures historical data to build forecasting data base.
- Forecasts arrival volume and patterns based on historical data and future updates
- Schedules the staff to meet the SLA with the maximum proper occupancy.
- Organizing Team Leaders schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
- Coordinates with all concerned parties to collect any required data for understanding the call volume curve.
- Measures forecasting and scheduling accuracy.
- Creates reports and dashboards on historical data and forecasting results from applicable systems.
- Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.)
- Maintain holiday pattern forecasts to ensure effective coverage for holidays.
- Provide analysis and recommendations to improve staffing levels and efficiency.
- Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
- Generate daily, weekly, monthly and annual forecast and reforecast when necessary.
- Report hiring and attrition impact in short term and long term forecast.
- Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
- Provide proactive solutions that support the call center management and workforce management for continuous improvement.
- Schedule Training rooms utilization.
- Plan & manage offline activities.
- Perform other related tasks
Areas Job Impacts:
- Project KPIs – Revenues – Client & Employee Satisfaction.
- Contacts within Raya but outside own area of work:
- Human Resources – Information Technology – Operational Training – Quality Assurance – Operations – BPO & Program Management
Job Dimension:
- People Management & Leadership
- Financial Impact
- Project Revenue
Job Requirements
Functional Level:
- Proficiency in MS Office software.
- Excellent Business Writing Skills.
- Excellent Presentation Skills.
- Strong Analytical Skills.
Business Level:
- Understanding of the nature of call center industry.
- Understanding of Raya Cultures and Values.
- Strong knowledge of COPC Standards & Approaches.
- Excellent understanding of operations nature.
- Excellent understanding of over and under rule.
- Good understanding of scheduling and staffing methods.
- General Workforce operations knowledge.
- Basic understanding of telephony and routing structures and ability to change as needed.
Competencies:
- Controlling and Monitoring
- Coaching and Mentoring
- Accountability
- Quality Focus
- Internal and External Focus
Problem Solving:
- Ability to spot problems
- Educational Background:
- Bachelor’s Degree.
Professional Experience:
- 2+ Years of work Experience in the call center industry (workforce Management).
Language Skills:
- Arabic Language is mandatory.
- Proficiency in English.
