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Workforce Analyst

Majorel Egypt
Katameya, Cairo

Workforce Analyst

Katameya, CairoPosted 1 month ago
76Applicants for1 open position
  • 42Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • •Serve as the primary point of contact on workforce management policies
  • •Serve as subject-matter expert on workforce optimization issues
  • •Ensure service level targets are met; maintain the right headcount, and calculate call capacity
  • •Responsible for the maintenance and upkeep of scheduling software
  • •Responsible for reporting data management activities around employee scheduling and forecasts
  • •Improve processes and increase efficiency of operations by recommending necessary changes
  • •Undertake majority of forecasting and agent scheduling for the contact center
  • •Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
  • •Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
  • •Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software

Job Requirements

  • •Ability to drive high performance work teams
  • •Experience and understanding of staffing, queues, and performance measurements
  • •Proficiency with Excel
  • •Adept at managing multiple priorities and tasks in a fast-paced environment
  • •Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • •Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • •Communication and interpersonal skills
  • •Ability to work in a team environment
  • •Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • •Ability to motivate and lead through tactical leadership built from strategic vision.
  • •Strong ability to analyze call trends and take appropriate action
  • •High school degree; college degree preferred
  • •Must be available to work any shift any day
  • •Working knowledge of call center dynamics, verbiage and methodologies
  • •Proficiency with IEX scheduling software preferred
  • •Previous Workforce management desired
  • •Experience in Multi-site call center management desired

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