Workforce Manager Leader

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar B2C Solutions WLL Full time

Job Description

  • Key Responsibilities
    • Develop and implement effective scheduling strategies to optimize call center performance and meet customer service demands.
    • Monitor agent attendance and performance metrics, making real-time adjustments to schedules to maintain service levels.
    • Collaborate with management to forecast call volume and adjust staffing plans accordingly, anticipating future needs.
    • Implement and utilize scheduling software and tools to streamline the scheduling process and enhance operational efficiency.
  • Requirements
    • Bachelor's degree in Business Administration, Human Resources, or related field.
    • Minimum of 2 years of experience in a scheduling or workforce management role within a call center environment.
    • Proficiency in scheduling software and tools, such as NICE, Verint, or similar platforms.
    • Strong analytical skills with the ability to interpret data and make decisions based on workforce metrics.


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