Workforce Manager - G2

الوصف الوظيفي
To provide Ashghal customers with a world class service through resolution of their queries and consistently provide high standards of care throughout their interaction with the customer. The Workforce Manager will be responsible for assigning work and agents to interact with customers on the phone and face-to-face at the corresponding footfall and call arrival patterns

المهارات
Principal Accountabilities
 Monitors contact volumes and queues, utilization of Cisco and highlights spikes, abnormalities and other service impacts  Monitors agent activity especially ACW & AUX across the contact centre and takes action accordingly  Manages real time adherences for agents on a daily basis, identifying adherence issues and highlight to the Team Leader for action  Authorizes the Team Leader to conduct team meetings call volume permitting  Report and monitors end to end customer journey, including completion rates  Manages any change request’s required working procedures  Produce and distribute 4 hourly call center stats to the Contact Centre Manager to include commentary on service affecting issues include absence, training and any other exceptions that may affect the service delivery and KPIs. These include 4 hourly summary plus accumulative total  Record Headcount for the Operation as changes occur to ensure accuracy  Update the Daily Stats Board and run/drive the AM and PM team meetings with the Team Leader

Essential  Previous experience in WFM tools and methods  Bilingual language (written and verbal) in Arabic and English  Track record of high standards of performance  Keyboard proficiency and PC skills  Ability to communicate effectively  Negotiation, people management and interpersonal skills  High standard of personal motivation and initiative  Ability to respond positively to working within a pressurized environment  Analytical and problem solving skills  PC literate –MS excel, word, power point
 Customer Management System  Work Force Management (WFM) system –Forecasting & Scheduling
Desirable  Previous Utility Experience  Previous experience of as WFM within Government Ministry in GCC
Skills  Forecasting
Technical Competences
Essential  Fluent in Bilingual language (written and verbal) in Arabic and English  Excel Expertise  Telephony  WFM Software Proficiency
Behaviour Competencies
Essential  Reliable and Time Management Proficient  Team Player – shares relevant and useful information with others
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة البناء والتشييد
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الخدمات المساندة
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 7
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