Job Title:

Supervisor-WFM-Real Time Management for Contact Center

Job Description

Key Responsibilities:

Manage WFM personnel
Administration of setup and utilization of Community WFM software and ACD reporting
Administration of communication to and from Operations and other support departments
Collection and analysis and reporting of historical center performance statistics
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
Work with training and operations to coordinate multi-skill training for existing agents
Communication to new hires on schedule process
Short-term workload forecasting
Scheduling philosophy of schedule assignments
Proactive scheduling of discretionary activities such as training, meetings, overtime and under time
Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Responsible for maximizing efficiency and occupancy while meeting service objectives
Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
Analysis and reporting of employee performance including schedule adherence
Create Capacity Plans for Enterprise and co-create with partners for their sites
Recognize and recommend operational and support improvements
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
Perform other duties and assignments as directed
Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology


Desired Skills:
Knowledge of Contact Centre methodologies and operational principles
Knowledge of IEX shall be an added advantage
Excellent communication skills
Analytical – Able to analyse data and draw insights
High level of accuracy and attention to detail
Innovative and able to influence
Overall 2-3+ Year experience in Realtime Management and Reporting with knowledge of Scheduling/Planning.
Experience normalizing and utilizing historical data for forecasting
Strong business acumen combined with exceptional communication skills
Exceptional analytical, problem solving and decision-making skills
Ability to provide business insight to multiple levels of management with appropriate level of detail
Ability to work sboth independently and in a team setting within a fast-paced, entrepreneurial environment.
Experience in managing multi-site and multi-vendor environment
Experience of data modelling, simulations and scenario planning
Experience of stakeholder management and aptitude of planning risk identifications
Ready to work in dynamic 24*7

Key Responsibilities:

Manage WFM personnel

Administration of setup and utilization of Community WFM software and ACD reporting

Administration of communication to and from Operations and other support departments

Collection and analysis and reporting of historical center performance statistics

Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting

Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources

Work with training and operations to coordinate multi-skill training for existing agents

Communication to new hires on schedule process

Short-term workload forecasting

Scheduling philosophy of schedule assignments

Proactive scheduling of discretionary activities such as training, meetings, overtime and under time

Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

Responsible for maximizing efficiency and occupancy while meeting service objectives

Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)

Analysis and reporting of employee performance including schedule adherence

Create Capacity Plans for Enterprise and co-create with partners for their sites

Recognize and recommend operational and support improvements

Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers

Perform other duties and assignments as directed

Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan

Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology

Desired Skills:

Knowledge of Contact Centre methodologies and operational principles

Knowledge of IEX shall be an added advantage

Excellent communication skills

Analytical – Able to analyse data and draw insights

High level of accuracy and attention to detail

Innovative and able to influence

Overall 2-3+ Year experience in Realtime Management and Reporting with knowledge of Scheduling/Planning.

Experience normalizing and utilizing historical data for forecasting

Strong business acumen combined with exceptional communication skills

Exceptional analytical, problem solving and decision-making skills

Ability to provide business insight to multiple levels of management with appropriate level of detail

Ability to work sboth independently and in a team setting within a fast-paced, entrepreneurial environment.

Experience in managing multi-site and multi-vendor environment

Experience of data modelling, simulations and scenario planning

Experience of stakeholder management and aptitude of planning risk identifications

Ready to work in dynamic 24*7

Location:

EGY Cairo B224-F15, KM28 Cairo Alexandria Desert Road,

Language Requirements:

Time Type:

Full time

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