Supervisor – Command Center (Call Center)
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الوصف الوظيفي Manage a team of WFM Analysts and ensure all the WFM workload is delivered efficiently. WFM Supervisor will be responsible for forecasts and reports on call volume demand and directs the scheduling of sufficient staff and training for appropriate skills-based routing based on historical and anticipated volume across all clients including long-term, medium-term, and short-term forecasting and scheduling adjustments. Directs the design of automated metric scorecards, develops policies that impact the workforce positively, and works with Performance Management to ensure the communication and enforcement of these policies. Analyses real-time and historical contact center performance and identifies opportunities to improve performance. Identifies and manages the communication of real-time volume drivers and system outages that impact performance. Role Accountabilities: · Plan, develop, and implement a strategy for Work Force management to meet and exceed client and internal SLAs. • Ensure a smooth transition and ramp-up of the team. • Maintain service levels. • Planning and Scheduling – Ensure planning and scheduling are done in a manner that enables client and internal SLAs achievement. • Ensure timeliness and accuracy of MIS/Reviews/Incentive/Payroll Process etc. • Organize regular conference calls and interactions over emails with the clients to understand their requirements, expectations, and the center’s deliverables. • Facilitate feedback from the floor and track closure of issues raised on the production floor. • Ensure integrity of data and reports and satisfactory internal/ external audit rating. • Conduct regular reviews and revisions of practices in process and benchmark them with other projects. • Ensure attendance and efficiency targets are adhered to and seat utilization targets are met. • Ensure all teams are provided their time allotted for shrinkage. • Play an active role in collaborating with operations to ensure all WFM-related metrics are met. • Analyze the achievement of the center against the baseline set by the client. • Review the process of reporting the information and seek concurrence with the client’s requirements. • Monitor variance in planned and achieved targets in real-time and at regular intervals. • Design and implement a corrective action plan to control any variance. • Develop a framework for employee development and ensure they are fully informed of operational/ WFM objectives, purposes, and achievements. • Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, and general duty of care. • Contribute to the evaluation and development of WFM strategy and performance. المهارات · Expert in managing call center operation process · Proven track record of motivating a highly skilled set of resources · Excellent verbal and written communications skills in at least any 2 of [Arabic, English, Hindi] Minimum Qualifications · Minimum 5 years in Workforce Management · Bachelor’s degree · Computer Knowledge – MS Office · Hands on knowledge about Call centre product, process, and systems is preferred · 1 year of managing a team of more than 10 agents preferred · Knowledge of WFM systems like Verint, Avaya, IeX, Nice, Globitel preferred تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/supervisor-command-center-call-center-4644532/ |
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