Workforce Management Specialist
2 days ago
ECCO Gulf WLL is a leading provider of customer service solutions in Qatar. We are committed to delivering exceptional service to our clients and their customers.
Job Summary
We are seeking an experienced Contact Center Workforce Manager to join our team. The successful candidate will be responsible for overseeing the planning, management, and optimization of our call center workforce. This includes developing and implementing strategies to ensure optimal staffing levels, efficient scheduling, and effective use of resources.
Key Responsibilities
- Develop and implement workforce management strategies to optimize staffing and scheduling.
- Monitor real-time call center performance and adjust resources as needed to maintain service levels.
- Analyze historical data to forecast call volume and staffing requirements.
- Collaborate with team leaders to address staffing challenges and improve operational efficiency.
- Prepare and present reports on workforce performance and productivity metrics.
Qualifications
The ideal candidate will have a proven track record of success in workforce management, preferably in a call center setting. They should possess strong analytical and problem-solving skills, as well as proficiency in workforce management software and tools. Additionally, they should have excellent communication and leadership abilities, as well as the ability to work collaboratively in a fast-paced environment.
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