Grade: 8
Location: MTZ
Department: Operational Support
Reporting to:
Supervisor
Interpersonal Skills:
Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning -
Customer Centricity
Technical Skills:
Analytical – Computer
Language Needed: English B1
Job Responsibilities
-
Manages operations staffing plans for potential and existing projects.
- Structures historical data to build a forecasting database.
- Forecasts arrival volume and patterns based on historical data and future updates
- Schedules the staff to meet the SLA with the maximum proper occupancy.
- Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to
Account Managers in occasions only.
- Coordinates with all concerned parties to collect any required data for understanding the call volume curve.
- Measures forecasting and scheduling accuracy.
- Creates reports and dashboards on historical data and forecasting results from applicable systems.
- Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition
etc.)
- Maintain holiday pattern forecasts to ensure effective coverage for holidays.
- Provide analysis and recommendations to improve staffing levels and efficiency.
- Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and
effectiveness.
- Generate daily, weekly, monthly and annual forecast and reforecast when necessary.
- Report hiring and attrition impact in short term and long term forecast.
- Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
- Provide proactive solutions that support the call center management and workforce management for
continuous improvement.
- Schedule Training rooms utilization.
- Plan & manage offline activities.
- Perform other related tasks
