Job Description: For Dubai Based Local Bank -
Contact Centre Operations
WFM Analyst.
The Capacity Planner / Forecasting Analyst will be responsible for managing the day to day forecasting and scheduling for all the Banks Call Centre Operations.. Ensure strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals.
Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
Formulate recommendations based upon analysis, data and input from users and departmental management.
Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events calendar (site wide meetings, huddles, marketing email "blasts", etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
Partner with Business Intelligence team to understand the key drivers of volume (lead and marketing forecasts, outbound call volume) and incorporate into forecasting and planning.
Identifies and researches service level risks for problem resolution and management notification.
Leads in the effort of building staffing strategies that support multi-site, multi-skilled student contact centers.
Serve as the WFM subject matter expert for other departments / internal customers
Support Workforce Management in the site by analyzing report data and follow up with Workforce Manager on any related issues
Assist with training of staff on Workforce Management policies and procedures
Responsible for updating statistical info into WFM modeling software.
Work closely with the WFM Manager is developing modeling scenarios for all departments supported.
Maintains a close working relationship with all departmental leadership in developing staffing strategies.
Responsible for assisting the WFM Manager in training and supporting new WFM team members.
Required Qualifications:
Minimum of 5 years experience in a Call Center environment with at least 4 of those years in a Planning / Forecasting capacity.
Previous experience in a Predictive Dialer / Outbound Environment is a plus,Knowledge of CMS reporting and MIS prepratioon skills
Experience with one of the following systems is required; IEX, Blue Pumpkin or aspect
Must be proficient in MS Excel, and have a solid background in all MS Office products/erlang C calcuators etc..
Knowledge SQL Server Management a plus (Preferred but not required)
Strong Analytical and Problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
Knowledge and experience with call flow technologies and strategies
Experience presenting reports, forecasts, trends and recommendations to the team and senior management.
Associates Degree Required. Bachelors Degree strongly preferred (will consider equivalent combination of experience and education).
Skills:
Change Management - can take a concept, develop a plan, and recommend and implement a solution.
Flexibility - adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, handling multiple tasks concurrently, and easily adapting to change.
Excellent written, verbal, and interpersonal communication skills
Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
Proven ability to interact effectively with people and use decision making skills
Ability to work well and accept challenges in a fast paced, dynamic environment
Ability to learn new software programs and systems quickly