Analyst WFM Reporting Bilingual English And Arabic

Job description / Role

Essential functions / core responsibilities

Support in the management and the delivery of the functional and operational plans for all aspects of the Workforce Operations department across client site(s). As one of the key contacts for Workforce Operations onsite, assist multiple functions and members of the workforce by implementing timely and effective solutions and prompt escalation and dissemination of information as/when required.

Support the department(s) with day-to-day instances of staff shortages and/or overstaffing and escalate trends of shortage or overstaffing to the management. Communicate regularly and concisely with the Contact Center Manager and Workforce Operations team to ensure free flowing two-way communication, escalating challenges and/or risks for prompt resolution.

Establish and maintain strong working relationships with all functions, support the Workforce Services team in ensuring scheduling and rostering deadlines are met across all functions and on-the-ground adjustments are updated in a timely manner.

Manage, update, and send daily, weekly, monthly ad-hoc reporting to assist the management in monitoring contact center, team, and representative performance across client site(s), including but not limited to shrinkage, occupancy, and NPT usage.

Candidate profile

• 2+ years specific experience in workforce scheduling (roster creation), real-time management, reporting, and warehousing.
• Able to balance a large-scale function operation while understanding the strategic, detail-oriented planning required to deliver it.

• Excellent analytical, numerical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to effectively present information and engage across all levels of the organization.
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail in a challenging, shifting-priority 24/7 operational environment.
• Proficient in MS Office (macros and advanced functions) and WFM software utilized by assigned projects (Verint, IEX, Aspect, etc.).
• Ability to work effectively in a new environment.

Preferences

• Bilingual Arabic and English speaker.
• Prior experience in banking, financial services, or insurance.
• Candidate readily available in the UAE and can join immediately.

Disclaimer

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.

Location

ARE Dubai

Language requirements

Arabic, English (required)

Time type

Full time

Job Function: Finance, Business Analysis & Consulting

Company Industry: Insurance