Workforce Manager

Job description / Role

Our client is multi-award winning customer experience solutions. They are currently looking to recruit a Workforce Manager to be based in Bahrain

The job Holder has the responsibility of developing and maintaining demand plans, advisor shift schedules, and the subsequent monitoring of actual adherence against the plan (supported by the RTA), while providing all appropriate findings on to the Operation’s management team. In addition to this, (S)he must capture leave, resignations, absenteeism, any other off phone activity and use this information to update current and amend future schedules, while sharing the information to both the and MI function and operational management.

- Generate schedules that ensure achievement of service level, schedule adherence and are aligned to the forecasted workload demands in support of realizing optimal productivity and efficiency.
- Create short to long term forecasts and to the interval level of anticipated workload for all queues.
- Proactively monitor and analyse call patterns, Intra/Inter-day activity, and availability and make adjustment via real time steering as well as reporting deficiencies to operations team in real-time.
- Be a subject matter expert on operational applications such as WFM/Real Time/ performance monitoring applications functionality, update their parameters as needed and ensure they are successfully deployed to meet requirements.
- Schedule all off phone activities such as non-voice work, team meetings, coaching, training, etc. Also maintain trackers related to agents attendance.
- Develop appropriate reporting and share critical operating data/analysis in a timely manner.
- Communicate explanation for variance of workload, KPI’s and/or resource availability and initiate recommendations for any changes to improve forecasting/scheduling efficiency.
- Establish and maintain interfaces across departments to evaluate and assess their impact on contact centre workload.
- Develop contingency plans to ensure that staffing remain as sufficient as possible in the event of system outage.

Requirements

- B.sc in Information Management, Computer Science, or equivalent degree
- Candidate should have experience in Telecom sector or airline sector
- Ability to create forecasts and plans without a WFM tool, e.g. Excel
- Ability to use of IEX Total view or similar WFM tool
- Experience of CISCO IPCC would be advantageous
- Previous experience within an WFM environment
- Preference will be given to Bahraini nationals

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions:

• Banking & Finance
• Human Resources
• Oil & Gas
• Construction
• Architecture & Engineering