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Workforce Management / MIS Executive - Contact Center Company

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Contact International Queries
Tel.: +962.6.5507445
Fax: +962.6.5516926
Working Hours: 9 AM - 6 PM (Sun to Thu)

United Arab Emirates - Dubai

Tel.: +971.4.449.3100
Fax: +971.4.447.0332
Working Hours: 9 AM - 6 PM (Sun to Thu)
Added 2020-05-21 17:00:19


recruiting Workforce Management / MIS Executive - Contact Center Company

• To work with operations team to implement work schedule.
• Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at team and individual agent level
• To perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
• To keep track on the changes to forecast and shift swapping.
• Responsible for maintaining accurate employee information in WFM and other databases.
• Tracking, monitoring, and reporting trends in project metrics.
• Monitoring schedule adherence and notifying the operations team when agents are out of adherence.
• To work out various alternatives for identifying staffing needs and sources.
• Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration
o Day to day Dialer Management
o Work/ manipulate all data for outbound campaigns
o Daily reporting of dialer activity to include all relevant reports e.g.Calling list and campaign
o Monitor the team and agent performance for inbound and outbuond system maintaining maximum productivity
• Liaise with Shift Managers and Agents to maximise company campaigns

Job Details

Posted Date: 2020-05-21
Job Location: Riyadh, Saudi Arabia
Job Role: Customer Service and Call Center
Company Industry: Call Centers & Customer Care Outsourcing

Preferred Candidate

Career Level: Mid Career
Gender: Male
Degree: Bachelor's degree


Riyadh, Saudi Arabia

Advert details

Advert ID: 450898
Displayed: 112
Expires: 2020-06-20 21:00:19


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