Junior Work Force Analyst - Xceed Contact Center

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Xceed Contact Center
Work Force Analyst
Excellent command of English and Arabic, any other language is an asset.
Full Time
1.Support management with all necessary information, planning models and scenarios to facilitate the decision making process 2.Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions. 3.Workforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level. 4.Align with all management levels in case of expected events, or potential crisis situations. 5.Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing issues. 6.Assist and support implementation of all new projects. 7.Track, maintain, and document attendance, leaves and absenteeism of Xceed CSRs 8.Update HR and finance with attendance, absenteeism, and Overtime 9.Control leaves balance and reserve annual leaves for Xceed CSRs. 10.Maintain Operation headcount and headcount related issues 11.Report on absenteeism and attrition figures of Operation
1- 3 years experience in Contact centers, preferably with Reporting, Analysis or workforce management experience •University degree preferably in Business Management. In any case a profound knowledge of organizational planning, statistics, target oriented thinking and acting. •Successful track record with reference to:-Data Analysis and processing.-Reporting and information presentation. •Experience in any similar role would be advantageous •Good negotiator and able to effectively communicate with internal and external customers, able to effectively create Win/Win solutions. •Excellent command of English and Arabic, any other language is an asset. •Excellent knowledge of Excel, other analysis tools is a plus. •Excellent knowledge of MS Access, other RDMS packages is a plus. •Excellent in using TeleOpti WFM system is a must. •Distinctive analytical and conceptual skills •Assertive personality. ••Excellent communication skills, and able to guide change
1 - 2 Years.
Excellent in using TeleOpti WFM system is a must.
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