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Experience
3 - 6 Years
Monthly Salary
AED 7,000 - 8,500 ($1,891 - $2,296)
Job Location
Education
Masters in Computer Application(Computers)
Nationality
Any Arab National, Indian, Pakistani
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Monitor real-time agent activity and queue performance, identifying and addressing immediate issues impacting service levels.
- Analyze intraday trends and forecast deviations from planned staffing levels, proactively recommending adjustments to meet service goals.
- Generate and distribute real-time and historical performance reports, providing actionable insights for operational improvements.
- Manage and optimize agent schedules, including real-time adherence monitoring and break/lunch management to ensure efficiency.
- Collaborate with workforce management and operations teams to optimize staffing and improve overall contact center performance.
- Identify and escalate critical issues, such as system outages or significant performance drops, to appropriate stakeholders.
- Conduct root cause analysis of performance issues, proposing and implementing solutions to prevent recurrence.
- Utilize workforce management tools to manage real-time staffing needs, including call routing, queue management, and agent skill assignments.
Desired Candidate Profile
- A Bachelor's degree in a relevant field such as business administration, statistics, or a related discipline is preferred.
- Candidates should have at least 2-3 years of experience in a contact center environment, with a focus on workforce management or real-time analysis.
- Strong proficiency in workforce management software (e.g., Aspect, Verint, Avaya WFM) and related tools is essential.
- Demonstrated ability to analyze data, identify trends, and make data-driven recommendations to improve performance.
- Excellent communication skills, both written and verbal, are necessary for effectively conveying information to various stakeholders.
- Strong analytical and problem-solving skills, with the ability to quickly assess situations and make sound decisions under pressure.
- Must possess strong organizational skills and the ability to manage multiple tasks simultaneously in a fast-paced environment.
- Candidates should possess advanced skills in Microsoft Excel (e.g., pivot tables, formulas) for data analysis and reporting.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
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ULTIMATE HUMAN RESOURCES SOLUTIONS LLC
Naveed - CEO
Dubai- UAE, Dubai, United Arab Emirates (UAE)
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