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Workforce Management Specialist (WFM)

YELO
Sheraton, Cairo
Posted 4 years ago
72Applicants for1 open position
  • 30Viewed
  • 2In Consideration
  • 0Not Selected
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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

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