Senior Workforce Forecast & Scheduling Specialist

HungerStation | هنقرستيشن; Riyadh; On-site; SAR 134,000 - 201,000; Full time

Job summary

Hungerstation in Riyadh is seeking a Workforce Management professional to manage care reporting, MIS, and all workforce tasks. You will analyze agent performance, generate schedules, and oversee schedule adherence to improve the customer journey in line with organizational policies.

Responsibilities include forecasting, coordinating with operations on shift planning, running reports, maintaining agent data, monitoring adherence, and supporting continuous process improvements for both internal

Qualifications

• Bachelor Degree in a relevant field is required.
• 2 - 4 Years of relevant experience

Responsibilities

• Define the most accurate forecast for different functions and calculate right sizing per function.
• Coordinate with operations team to implement work schedule, track forecast changes, and shift swapping.
• Provide timely and accurate Management Information to support Call Centre Management in driving efficiencies at team and agent level.
• Run reports, export data, adjust agent skills, and activate agent traces.
• Maintain accurate employee information in WFM and other databases.
• Monitor schedule adherence and notify operations when agents are out of adherence.
• Identify staffing needs and sources using various alternatives.
• Schedule calling lists to ensure maximum productivity and dataset penetration.
• Manage dialer day-to-day and report dialer activity, including calling lists and campaigns.
• Monitor team and agent performance for inbound/outbound systems to maintain productivity.
• Liaise with Shift Managers and Agents to maximize campaigns.
• Follow policies, procedures, and processes for daily work in a controlled manner.
• Contribute to continuous improvement of processes, practices, and productivity.
• Promote adherence to policies and instructions across the organization.
• Support daily operations to ensure work continuity.
• Prepare timely, accurate reports meeting requirements and standards.
• Ensure satisfaction of internal and external customers by addressing needs promptly.

Education

Bachelor Degree in a relevant field

Job description

Hungerstation in Riyadh is seeking a Workforce Management professional to manage care reporting, MIS, and all workforce tasks. You will analyze agent performance, generate schedules, and oversee schedule adherence to improve the customer journey in line with organizational policies.

Responsibilities include forecasting, coordinating with operations on shift planning, running reports, maintaining agent data, monitoring adherence, and supporting continuous process improvements for both internal