Grade: 9
Location: Across
Department: Workforce Management
Reporting to:
Workforce
Supervisor
Interpersonal Skills: Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring -
Customer Centricity
Technical Skills: Communication skill - Negotiation Skill – Relations Management
Language Needed: English B1
Job Responsibilities
- Review projects KPIs (WFM metrics).
- Assures that all plans and schedules are implemented with the agreed quality bench mark and with compliance with the WFM methodologies.
- Propose and participates in contingency plans whenever needed.
- Propose recommendations and action plans for any dropped metric such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.
- Owns and provide head count reports for each project model.
- Provide analytical support to operations
- Review and confirm modifications needed for the staffing plan to ensure meeting the respective targets
- Owns and review overall projects KPIs reports and deliver it to the management and clients on time.
- Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis
- Communicated with the concerned parties any changes of scheduling to ensure suitable resource coverage.
- Supervise managing non-productive time requests to enhance projects deliverables.
- Manages Senior Analysts and Analysts performance and objectives
- Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.
- Set clear team goals.
- Delegate tasks and set deadlines
- Provide the team with a vision of the project objectives
- Handle all team escalations and feedback and work on resolving their issues
- Motivate team members and recognize high performance and reward accomplishments
- Create and environment oriented to trust, open communication, creative thinking and cohesive team
- efforts
- Provide any training that team members need.
- Responsible for performance appraisals of all direct reports
