Contact Centre Operation Analyst
2 weeks ago
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)
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