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WFM Analyst (E-Nable)

18/08/2024
Nasr City, C. center

Job Details

Job Title:

WFM Analyst

Section:

WFM

Functional Level:

Entry

Department:

WFM

Sector

Business Excellence

Reporting Lines

Reporting Lines:

Reports directly to:

WFM Team Leader

No. of subordinates:

N/A

Job Purpose

Meeting accurately forecasted volumes of work at a predetermined service level and minimized costs, furthermore, handling the daily activities of the WFM.

Job Responsibilities

  1. Ensure that Calls Accuracy within agreed target
  2. Ensure that AHT Accuracy within agreed target
  3. Prepare weekly schedule on time
  4. Prepare monthly leaves sheet.
  5. Send the resignation mails on time and Handles contact center resignation cases with the HR department.
  6. Handle any other request within SLA
  7. Participate in setting a new AHT target if needed in accordance with the Quality team.

.

KPIs (Key Performance Indicators)

  • Calls Accuracy within agreed target 10%
  • AHT Accuracy within agreed target 10%
  • Prepares weekly schedule on time 20%
  • Prepares monthly leaves sheet 10%
  • Handles contact center resignation cases with HR dep 10%
  • Handle any other request within SLA  10%
  • Participate in setting a new AHT target if needed with Quality team 10%
  • Daily Attendance 5%
  • Communication with Team members 10%
  • Communication with Management 5%

Competency Model

Core Competencies

Level
  1. Working Strategically
  2. Customer Orientation
  3. Critical Thinking
  4. Agility 
  5. Innovation
  6. Leadership

1
2
1
2
1
1

Technical competency level

Technical Competencies

Level
  1. Customer Experience
  2. Problem Solving
  3. Decision making
  4. Planning and strategy
  5. Staffing & Scheduling
  6. Data Analysis

B
B
B
B
B
B

Specifications: Qualifications, Experience, skills

Specifications (Qualifications, Experience and Skills):

Education                   

Specialization:

  • Bachelor’s degree in Business Administration, Commerce, or a related field.

Experience                 

  • Minimum 2 year of relevant working experience.

Languages                 

  • English: Good command of (Speaking, reading and writing).
  • Arabic: Native command of (Speaking, reading and writing).

Conditions of Employment

  1. Days Off: 2 Days/Week
  2. PPEs / Health, Safety, and Environment requirements: No
  3. Working Days: 5 Days/week
  4. Working Environment: 98% standard office work & 2% out of office.
  5. Working Hours : From 9:00 AM till 5 PM.

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