Contact Centre Operation Analyst

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Lanco Engineering Full time

Job Summary:


The role holder is responsible for developing and managing effective scheduling and manpower systems for the contact center and other related customer business units.


Responsibilities:

  • Analyze historical call trends and forecast future trends.
  • Prepare staff schedules based on business needs.
  • Monitor and address Call Centre SLA issues, including high call volume, unplanned absenteeism, call routing problems, and seating plan deviations.
  • Track and evaluate Call Centre queue productivity at both team and individual levels.
  • Manage leave and shift scheduling for all staff.

Knowledge, Skills, and Experience:

  • Knowledge of the call centre and support center industry.
  • Excellent analytical skills.
  • Minimum 3 years of experience with Workforce Management (WFM) tools like IEX, Verint, etc.
  • Strong communication skills.
  • Technology management capability.

Job Types:
Temporary, Contract

Contract length: 6 months

Application Question(s):

  • Will you be able to join immediately?
  • Do you have knowledge about call centre and support centers industry?
  • Do you have minimum 3 years of experience with Workforce Management (WFM) tools like IEX, Verint etc?

Language:

  • English (required)
  • Arabic (preferred)
Application Deadline: 20/06/2024

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