Workforce Manager – G2
PS Tech
منذ 6 يوم
source : ExploreJobs

DohaJob DescriptionTo 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 patternsSkillsPrincipal 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 LeaderEssential 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 & SchedulingDesirable Previous Utility Experience Previous experience of as WFM within Government Ministry in GCCSkills ForecastingTechnical CompetencesEssential Fluent in Bilingual language (written and verbal) in Arabic and English Excel Expertise Telephony WFM Software ProficiencyBehaviour CompetenciesEssential Reliable and Time Management Proficient Team Player shares relevant and useful information with others

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