Workforce Management Planning Analyst

Private Company

Old Slata - Doha (City)

Date Posted:
2019/10/01

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Job Description

  • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skillsets.
  • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
  • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
  • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
  • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
  • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
  • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
  • Leading special workforce management-related projects.

Primary Qualifications

  • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
  • Bachelor’s degree or equivalent business experience required.
  • Experience with Verint Impact 360 Workforce Optimization software or similar tool required
  • 2 years’ experience in Forecasting & Staffing process or in call/contact center operations
  • Excellent planning and time management skills, strong Excel skills are required.
  • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
  • Excellent written and verbal English communication skills
  • Experience working with a multi-cultural team environment.
  • High level of accuracy and attention to detail
  • Ability to adapt in a fast pace environment
  • Capable to meet deadlines, to work under pressure and with changing priorities
  • Ability to teamwork as well as work independently.

Skills

SQL
Python


Job Details

Country
Qatar
Job Location
Old Slata - Doha (City)
Company Industry
Internet
Employment Type
Full Time Employee .
Monthly Salary Range
Unspecified
Number of Vacancies
1

Preferred Candidate

Location
Qatar

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Date Posted: 2019/10/01

Workforce Management Planning Analyst

Private Company

Old Slata - Doha (City)

Job Description

  • Analyze contact volume patterns by campaigns, contact group, queues and agents’ skillsets.
  • Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat.
  • Utilize workforce management software to forecast contact volume and schedule staff. Experience with Workforce Management software, preferably in Verint Impact 360.
  • Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
  • Ensure schedules are generated on a timely manner to maximize effective allocation of resources
  • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization
  • Analyzing workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and planning and forecasting purposes.
  • Leading special workforce management-related projects.

Primary Qualifications

  • Self-motivated person with “Get it done!” attitude, who is eager to learn and improve him/herself
  • Bachelor’s degree or equivalent business experience required.
  • Experience with Verint Impact 360 Workforce Optimization software or similar tool required
  • 2 years’ experience in Forecasting & Staffing process or in call/contact center operations
  • Excellent planning and time management skills, strong Excel skills are required.
  • Good analytical diagnostic, troubleshooting and data visualization (PowerPoint) skills.
  • Excellent written and verbal English communication skills
  • Experience working with a multi-cultural team environment.
  • High level of accuracy and attention to detail
  • Ability to adapt in a fast pace environment
  • Capable to meet deadlines, to work under pressure and with changing priorities
  • Ability to teamwork as well as work independently.

Job Details

Country
Qatar
Job Location
Old Slata - Doha (City)
Company Industry
Internet
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
1

Preferred Candidate

Location
Qatar

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No Related Jobs Found

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