Workforce Management

3 weeks ago

Muscat, Muscat, Oman Tawteen Full time

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Key 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.
Specifications (Qualifications, Knowledge, Skills & Experience)
  • 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.
Company Industry
  • Internet
  • E-commerce
  • Dotcom
Department / Functional Area
  • Administration
Keywords
  • Workforce Management (WFM) Specialist

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