Job Description
ECCO Gulf Majorel Qatar is seeking an experienced Contact Centre Operation (Work Force Analyst) to join our dynamic team in Qatar. As a Work Force Analyst, you will be responsible for building and tracking effective scheduling and manpower system for contact center and other related customer business unites. Also, your responsibility will be to ensure that the right number of agents are available at the right times to meet our service level agreements and customer expectations.
- Analyze historical data and trends to forecast call volumes and staffing requirements.
- Develop and maintain workforce schedules to ensure optimal coverage and resource allocation.
- Prepare the schedule for the staff based on Business needs.
- To monitor and control Call Centre SLA issues including stake holders about scenarios such as (High call volume, High Unplanned absenteeism, Calls are not landing to any particular skill & deviation to seating plan.
- Collaborate with team leaders and management to address staffing issues and implement improvements.
- Monitor Call Centre Queue productivity on team and individual level.
- Prepare and present reports on workforce performance, highlighting key metrics and areas for improvement.
- Perform complex non-routine queries and programming.
- Utilize workforce management software to track and manage agent performance and productivity.
- Manage leaves and scheduling of all staff on shift basics.
