Workforce Management Analyst

2 days ago

Doha, Qatar Vodafone Full time

Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company.

**Role purpose**:
The Workforce Management specialist is responsible for call flow management, forecasting and scheduling workload for the customer service areas.

Accountable for the call flow management for the Customer Care Centres, analysing historical trends and real time variance drivers,

Ensures Operational goals are met by analysing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors intra-day service levels and directs real-time changes to meet service levels. Expectations are to track & monitor actual vs forecasted call volumes real time and recommend actions aligned with the budgetary requirements. Use analytical skills to prepare reports & analysis of data and its impacts.

**Key accountabilities and decision ownership**:
Actively drives the following areas of Vodafone Qatar’s Offshore/Onshore Contact Centre operations.
- Realtime monitoring and acting on the changes swiftly to ensure minimum impact on service level due to any unforeseen incidents
- Highlight deviation in KPI achievement and be quick to raise an alarm with the respective stakeholders to act
- Strong communication skills with the ability to communicate with other departments around the business appropriately and as quickly as possible to highlight any issues impacting customer care performance
- To attain and maintain agreed key performance indicators as aligned with those of Vodafone Qatar Customer Care
- Evaluates effectiveness of team’s real time response to managing planned and unplanned events, all to ensure effective utilization of call center phone support resources to achieve business objectives
- Empowered to provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include call center SL, Schedule, and occupancy and shrinkage goals.
- Empowered to evaluate processes and procedures and creates automated solutions to improve efficiency and quality of manual processes
- Manage End to End Process of User Access Management (UAM) / VPN Access Review
- Manage the incentive and overtime payment for customer care teams and ensure timely payment and coordination with the relevant team
- End to end management of PO raising for customer care function and management and tracking of the budget spent and remaining
- Headcount management for the onshore care team and ensure teams are backfilled and requisitions are raised on time
- Lives The Vodafone way
- represents Vodafone Qatar with our Offshore/Onshore Stakeholders Partners

  • Workforce Planning

    4 weeks ago

    Doha, Qatar Parsons Full time

    Parsons is looking for an amazingly talented **Workforce Planning & Recruitment Analyst **to join our team! In this role you will get to **analyzing workforce data, forecasting staffing needs, and developing recruitment plans to ensure the organization attracts and retains top talent.** **What You'll Be Doing**: **Workforce Planning**: - Analyze current...

  • Business Analyst

    2 days ago

    Doha, Qatar Inspire Management Training Center Full time

    We are hiring a business analyst to join our project team. You will work alongside other business analysts and report directly to the project manager. Your main tasks will include performing detailed requirements analysis, documenting processes, and performing some user acceptance testing **JOB RESPONSIBILITIES** - Exposure to handling multiple projects -...

  • Workforce Planning

    4 weeks ago

    Doha, Qatar Talent Capital Full time

    Responsible for managing and optimizing the allocation of - human resources within an organization to meet operational - requirements. This includes overseeing workforce planning, - analyzing workforce data, Organizational Restructure design, - developing staffing plans, and optimizing workforce - utilization and Update Job Description to meet the -...

  • Contingent Workforce Management Specialist

    6 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Talent Leaders Inc. Full time

    Contingent Workforce Management Specialist plays a critical role in managing the contingent workforce by implementing and managing Fieldglass modules. This involves configuring the system, integrating it with tools like SuccessFactors, S/4HANA, and SAP ECC, and improving workflows to increase productivity.The successful candidate will have a solid...

  • Commercial Property Analyst

    6 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Management Solutions International (MSI) Full time

    Management Solutions International (MSI) invites applications for the position of Commercial Property Analyst, a challenging role that demands strategic thinking, strong analytical skills, and excellent communication abilities.The successful candidate will be responsible for analyzing market trends, developing leasing strategies, and managing tenant...

  • Workforce Performance Specialist

    6 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Madre Integrated Engineering Full time

    About the Job:Madre Integrated Engineering is seeking a highly skilled Workforce Performance Specialist to join our team. In this role, you will be responsible for analyzing workforce data, developing statistical models, and providing data-driven recommendations for quality improvement and efficiency.Key Responsibilities:Manage Learning & Development (L&D)...

  • Business Insights Analyst

    6 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Madre Integrated Engineering Full time

    About the Position:We are looking for a talented Business Insights Analyst to help us drive business growth through data-driven decision-making. The successful candidate will be responsible for analyzing workforce data, identifying trends, and developing strategic recommendations.Key Responsibilities:Collect and analyze workforce data to identify trends and...

  • Operations Manager

    3 weeks ago

    Doha, Qatar QSAFE Training and Consulting Full time

    **Job Title: Operations Manager - Soft Services, Hospitality & Workforce Management** **Location**: Qatar **Reports To**: CEO **Department**: Operations **Job Summary**: The Operations Manager - Soft Services, Hospitality & Workforce Management is responsible for overseeing and managing the daily operations of soft services, including housekeeping and...

  • Strategic Workforce Planning and Management Professional

    4 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    LxbfYeaa is looking for a skilled Digital Project Manager to lead workforce development and optimization initiatives. In this role, you will be responsible for providing strategic direction to enhance workforce management practices and outcomes.Key responsibilities include:Coordinating efforts to improve processes for forecasting, scheduling, and resource...

  • Project Manager

    4 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    The role of a Digital Project Manager is crucial in driving business growth through effective workforce management. In this position, you will oversee the implementation of digital solutions to optimize operations and improve productivity.Responsibilities include:Analyzing scheduling needs to ensure adequate coverage and comparing weekly schedules to...

  • Workforce Data Analysis Specialist

    4 weeks ago

    Doha, Qatar CEG International Full time

    As a Workforce Data Analysis Specialist, you will be responsible for analyzing and interpreting workforce data to provide valuable insights and recommendations. You will collaborate with cross-functional teams to identify workforce trends, patterns, and opportunities for improvement. Your role will involve collecting and cleaning data, developing statistical...

  • Workforce Engineering and Procurement Expert

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar MPH Consulting Services Full time

    We are looking for a skilled Workforce Engineering and Procurement Expert to join our team at MPH Consulting Services. The successful candidate will be responsible for managing the workforce engineering and procurement process, ensuring that all contracts are executed in accordance with company policies and guidelines.Key ResponsibilitiesManage the workforce...

  • Talent Acquisition and Workforce Development Manager

    7 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Oryx GTL Full time

    Strategic Talent Acquisition and Workforce Development ManagerJob Purpose:As a Strategic Talent Acquisition and Workforce Development Manager, you will be responsible for developing and implementing strategies to attract and retain top talent. You will work closely with cross-functional teams to identify talent gaps and develop plans to address them.Key...

  • Workforce Planning and Recruitment Lead

    7 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Oryx GTL Full time

    Workforce Planning and Recruitment SpecialistJob Summary:We are seeking a highly skilled Workforce Planning and Recruitment Specialist to join our team. The ideal candidate will have a strong background in human resources and recruitment, with experience in developing and implementing strategic plans.Key Responsibilities:Develop and implement workforce...

  • Business Analyst

    2 days ago

    Doha, Qatar Mekdam Technical Services Full time

    **Role - Business Analyst - Qatar (onsite) for a Long-term contract opportunity with Qatar base Infrastructure company** **QUALIFICATION/ EDUCATION** - BSc in Computer Science or Related - CBAP/ PBA/ Agile certifications/ equivalent knowledge is a preferred - Knowledge and experience in RPA, AI, and digital transformation areas preferred. EXPERIENCE - 7+...

  • Workforce Data Analysis Specialist

    4 weeks ago

    Doha, Qatar BPO PLUS Full time

    The Workforce Data Analysis Specialist provides management assistance by designing, implementing, and maintaining workforce analytics. The incumbent analyses and interprets a wide variety of human resources data to assist in identifying strategies and initiatives impacting wide range of human resources related areas. - Understand business...

  • Manpower Planning Analyst Ground Services

    1 week ago

    Doha, Qatar Qatar Airways Full time

    About the role An exciting opportunity within Ground Services - Management team. The Workforce Planning Analyst is responsible for providing workforce analysis within Ground Services for airport manpower level. The role will take into consideration the local regulations and compliance, ensuring that the operational and service standards are consistently...

  • Workforce Acquisition Engineer

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar MphExperts Full time

    We are seeking an experienced Workforce Acquisition Engineer to join our team at MphExperts.In this role, you will be responsible for managing the acquisition of contract personnel employed by third-party service providers.The successful candidate will have a strong background in operational recruitment and contracts management, with excellent communication...

  • HR Data Analyst

    4 weeks ago

    Doha, Qatar Candidzone Full time

    **Contract: 6 Months ( Extendable Based on the Performance )** **Key Responsibilities**: - Collect, analyze, and interpret HR-related data to provide actionable insights and recommendations. - Develop and maintain dashboards, reports, and visualizations to track key HR metrics and trends. - Collaborate with HR stakeholders to understand data requirements...

  • Analyst, Business Operations

    2 days ago

    Doha, Qatar CharterHouse Full time

    **Job description**: Charterhouse are currently supporting a Qatar financial services client whom are in the process of looking to recruit an Analyst of Business Operations. **About the role** In support of the Director of Operations, this role will take ownership of key activities across areas of strategic planning, reporting and operations analysis whilst...