Workforce Management Specialist (WFM)
YELO -
Sheraton, CairoPosted 4 years ago72Applicants for1 open position
- 30Viewed
- 2In Consideration
- 0Not Selected
Job Details
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Job Description
- Setting fixed standards for customer satisfaction and improving the performance of the center
- Preparing reports that accurately show the center’s development rates.
- Preparing the monthly schedules for employees in proportion to the level of service in the center
- Predicting the required number of employees through different work periods
- Hear calls and evaluate quality
- Contribute to the evaluation of the work team in terms of work quality
- Contribute to the continuous development of methods of responding to clients
- Check communication across all channels
- Auditing and following up the work team in implementing the correct policies, procedures and mechanisms
- Predicting the results, making reports on them, and making appropriate recommendations
- Scheduling employees' work according to predicting results
- Review and develop work procedures
- Searching, monitoring errors and correcting them within the administration and with other departments
- Ensure that the level of performance indicators is maintained between the team, the work and the target of the department
- Research, identify and measure risk and provide appropriate recommendations
- Researching and identifying untapped opportunities and providing appropriate recommendations
- Follow-up of the stability and functioning of operating systems with the required efficiency
- Report any challenges or difficulties that affect quality and workflow
Job Requirements
- Two years of experience in the field of (Forecast Management in the Workforce) Workforce Management WFM
- Experience in analyzing incoming call center operations
- Proficiency in the English language
- Experience in preparing employee schedules according to peak times
- Experience in preparing reports for incoming operations
- Flexibility in working hours
- Proficiency in using forecasting and forecasting programs
- Proficiency in working on Microsoft Office programs professionally