Workforce Management Senior Specialist
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Key skills for this role
About the Role
HungerStation (part of Delivery Hero) is hiring a Workforce Management Senior Specialist in Riyadh to manage care reporting, MIS, and workforce management tasks. The role involves forecasting, scheduling, adherence monitoring, and dialer management.
Key Skills for This Role
Responsibilities
- Define the most accurate forecast for different functions and calculate the right sizing per function.
- Coordinate with operations team to implement work schedule, keep track of changes to forecast, and shift swapping.
- Provide timely and accurate Management Information to support the Call Centre Management team.
- Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
- Maintain accurate employee information in WFM and other databases.
- Monitor schedule adherence and notify operations team when agents are out of adherence.
- Work out various alternatives for identifying staffing needs and sources.
- Responsible for calling data strategy including scheduling of calling lists to ensure maximum productivity.
- Responsible for day to day Dialer management and daily reporting of dialer activity.
- Monitor team and agent performance for inbound and outbound systems maintaining maximum productivity.
- Liaise with Shift Managers and Agents to maximize company campaigns.
Requirements
- 2 4 Years of relevant experience.
- Bachelor Degree in a relevant field is required.
Full Job Posting
Company Overview
- Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform.
- We operate in around 65 countries worldwide, headquartered in Berlin, Germany.
Workforce Management
- Define the most accurate forecast for different functions and calculate the right sizing per function.
- Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping.
- Providing timely and accurate Management Information to support the Call Centre Management team.
- Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
- Responsible for maintaining accurate employee information in WFM and other databases.
- Monitoring schedule adherence and notifying the operations team when agents are out of adherence.
- 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.
- Responsible for day to day Dialer management and daily reporting of dialer activity.
- Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity.
- Liaise with Shift Managers and Agents to maximize company campaigns.
Governance and Resilience
- Follow all relevant policies, procedures, and processes.
- Contribute to the identification of opportunities for continuous improvement.
- Promote implementation and adherence to policies, procedures, and instructions.
Daily Operations
- Follow daily operations relating to the job to ensure work continuity.
- Contribute to preparing timely and accurate reports.
- Ensure satisfaction of both internal and external customers.
Qualifications
- 2 4 Years of relevant experience.
- Bachelor Degree in a relevant field is required.
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