Workforce Management Senior 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 is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

Purpose

To manage care reporting, MIS, and all the workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey. within the Organizational policies and procedures.

Key Accountability Areas

• 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 in driving efficiencies at the team and individual agent level
• 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 to include all relevant reports e.g., Calling list and campaign
• Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity
• Liaise with Shift Managers and Agents to maximize company campaigns
• Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions
• Follow daily operations relating to the job to ensure work continuity
• Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner

Qualifications

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