Workforce Management Manager
B.TECH -
Maadi, CairoPosted 2 years ago123Applicants for1 open position
- 42Viewed
- 12In Consideration
- 8Not Selected
Job Details
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Job Description
- Forecast workload and schedule workflow requirements according to established standards
- Manage capacity planning against partner’s efficiencies
- Manipulate to grab any opportunity of cost savings within targeted business rules, achieving best customer experience and facilitate our people lives with designing business rules and shrinkage models
- Manage trending changes for precaution and contingency plans to balance achieving targets
- Stabilize cyclic seasons with their specialized requirements and logistics such as Ramadan
- Administer the managed services plans balanced with in-hand budget and resources
- Catchup departmental direction to spot the right raised flags of opportunities and risks
- Mastermind analyzing reasons behind any drawback in each operational pillar to catch up any required change
- Direct spotting gaps, enhancing process, and recommending changes through assessing the performance against the targets
- Manage analyzing departmental workload, resources utilization and capacity for best use and highlight any abnormalities
- Oversee design, execution, and review of reporting scorecards
- Provide wrap up to top management including key indicators such as call drivers, AHT, trending comparisons
- Oversee managing the actual real-time incidents to minimize the impact of sudden system outages, abnormal call trends, staff adherence to KPIs, etc.
Job Requirements
- Bachelor degree
- Data analytics abilities
- 4 - 6 years of experience
- Very good communication skills
