
Workforce Management
19 hours ago
Bachelor of Business Administration (Management)
Nationality: Any Nationality
Vacancy: 1 Vacancy
Job DescriptionKey Result Areas
- Utilizes industry insights, historical data, and client-specific information to forecast workforce needs and ensure optimal staffing levels.
- Conducts evaluations of skills required for projects to support WFM plans and recommends skill development programs to equip teams for project execution.
- Monitors resource management and allocation, considering skills, availability, and project timelines to meet project demands.
- Uses data analysis and forecasting tools to identify capacity gaps and recommends enhancement initiatives aligned with client and project needs.
- Implements performance monitoring systems to track workforce productivity, providing insights and reports on performance against benchmarks and potential threats.
- Gathers feedback from personnel and clients to identify improvements and implements initiatives to optimize workforce and resource management.
- Analyzes call volume traffic patterns, bottlenecks, and areas for improvement to project future demand accurately.
- Forecasts annual leaves and operational efficiencies, including telephone occupancy and call handling times.
- Supports development of sizing, HR, and technology capacity plans based on analysis and forecasts.
- Conducts root cause analysis to identify and manage WFM-related issues such as compliance, absences, and swaps.
- Prepares data for the department budget and generates periodic reports for management decision-making.
- Stays updated on industry trends, regulations, and best practices to enhance WFM service delivery.
- Performs additional tasks as assigned by the line manager.
- Bachelor's Degree in Business Management, Human Resources, or related field.
- 8 years of experience in workforce management or related fields.
- Knowledge of system analysis and design, with proven experience in WFM & BI reporting in a call-center environment.
- Excellent verbal and written communication skills in English and Arabic.
- Strong analytical thinking skills.
- Internet
- E-commerce
- Dotcom
- Administration
- Workforce Management (WFM) Specialist
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