bayt.com
Job Description
The Care Centre – WFM Process Lead is responsible in supporting the Care Centre operations for efficient Workforce Management. He/she will build short term and long term forecast for calls, chats and e-mails, capacity plan and manage proper scheduling of agents to meet SLA targets. The WFH Process lead will be leading projects and initiatives to improve productivity and customer experience and manage data reporting and analysis to support strategic decisions.
KEY RESPONSIBILITIES
- Forecast staffing needs, taking into account contact volume and headcount requirements (WFM for voice and non-voice chat/ emails).
- Optimizes FTE and staffing expenses to reduce cost per call and increase agent utilization and call per hour metrics.
- Coordinate and interact with internal and external integrated partners regarding real-time performance, making adjustments where necessary to balance client and operational goals.
- Scheduling and process time-off requests (Including leaves).
- Generate reports to show changes to productivity or performance.
- Provide updates on efficiency to company leaders.
- Uphold a high standard of customer service through real-time monitoring and other methods.
- Conducts root cause and threat analysis for items impacting performance or stability.
- Maximizes efficiency by providing process improvements.
- Develops and maintains accurate MIS system that is applicable on reviewing calls and staff performance for quality and compliance; evaluates statistical reports to monitor trends and identify potential issues that can be managed proactively.
- Prioritizes work and delegates tasks to ensure proper coverage of functions (i.e. assist as part of a team in the overall management of call flow).
- Monitors team productivity and quality (scorecards), and recommend actions to management.
- Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team).
- Identifies and implements work efficiencies through process improvement techniques.
- Performs all work in accordance with established health and safety procedures.
- Creates and implements monthly strategic plans to improve issues within the team.
Assist and lead projects/initiatives (process improvement initiatives).
Skills
· Relevant Bachelor’s Degree (preferable in Math/Statistics/ IT or any relevant field).
· 5+ years’ experience in a WFM / MIS / Contact Center.
· Experience with Workforce Optimization software a plus.
· High preference is given for UAE National candidates.
· Very good verbal and written communication skills in order to effectively communicate with other employees and prepare quality documents and reports.
· Good interpersonal skills in order to work in a team environment and interact with employees at all levels.
· Excellent organizational skills.
· Detail-oriented to work with a high degree of accuracy and attention to detail to ensure work products are of high quality.
· High level of discretion in handling confidential information.