Sr. Representative, WFM Real Time Management
Job Location:
Riyadh - Saudi Arabia
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Job Title:
Sr. Representative WFM Real Time ManagementJob Description
We are seeking a RTA to manage and monitor real-time activity in the operations team ensuring that resources are efficiently allocated and service levels are maintained. The role requires quick adaptability strong problem-solving skills and the ability to operate in a time-sensitive environment.Job Description
Essential Functions/Core Responsibilities
Distributes accurate and timely agent schedules using WFM tools
Inputs intraday corrections and exceptions into systems for agent time off and absences
Monitors inbound volume for unusual activity to ensure staffing needs are met
Recognize abnormal scheduling issues and escalate as necessary
Initiates and coordinates trouble tickets and escalate issues as required
Prepares standard and ad hoc reports for agent availability effectiveness
Monitors and resolves agent availability concerns via face-to-face communications phones and messaging applications with agent(s) and command canter
Required Skills and Qualifications:
Bachelors degree in any related filed.
a minimum of 1 year of experience within the same field.
Advanced Excel skills.
Fluent in Arabic and English (minimum B2 level proficiency).
Strong verbal and written communication skills to analyze interpret and address needs.
Ability to work in a time-critical environment and quickly adapt to changing business requirements.
Skill in problem-solving and conceptual thinking.
Knowledge of scheduling systems (experience with tools such as IEX Teleopti etc. is a plus).
Flexibility to manage dynamic shifts and business needs.
Location:
SAU Riyadh Sulaiman Al Hamdan Street Sulaimaniya Riyadh 11551 POBox 42589Language Requirements:
English (Required)Time Type:
Full timeRequired Experience:
Senior IC
About Company
As a diverse, global organization, we provide customer engagement services for some of the world’s best brands. Every day, from more than 225 sites in 40 countries and across 6 continents, our staff deliver next-generation customer experience and help companies better connect with the ... View more
