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Analyst WFM Reporting - Bilingual ( English and Arabic )

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Concentrix

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Data
  • Dubai

AI generated summary

  • You need 2+ years in workforce scheduling, strong analytical skills, bilingual in Arabic and English, proficiency in WFM software, and be available to join immediately in the UAE.
  • You will manage workforce operations, address staffing issues, communicate with management, maintain relationships, and generate performance reports for efficient contact center operations.

Requirements

  • 2+ yrs specific exp. in workforce scheduling (roaster creation), Real Time Mgt, Reporting & 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 in a 24*7 operational environment.
  • Proficient in MS Office (Macros + advanced functions) and WFM software utilized by assigned projects (Verint, IEX, Aspect, etc.)
  • Ability to work effectively in a new environment.
  • Bilingual Arabic and English speaker.
  • Prior experience in Banking, financial services, or Insurance.
  • Candidate readily available in the UAE and can join immediately.

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 2-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 mgt in monitoring contact center, team & representative performance across client site/s, including but not limited to shrinkage, occupancy, and NPT usage.

FAQs

What is the main role of the Analyst WFM Reporting position?

The Analyst WFM Reporting position involves supporting the management and delivery of functional and operational plans for the Workforce Operations department, assisting with staffing issues, and providing reporting to monitor performance across client sites.

What are the required qualifications for this position?

The position requires a minimum of 2 years of specific experience in workforce scheduling, real-time management, reporting, and warehousing, along with strong analytical and communication skills.

Is bilingual proficiency required for this job?

Yes, candidates must be bilingual in Arabic and English.

What software proficiency is expected for this role?

Proficiency in MS Office (including macros and advanced functions) and WFM software such as Verint, IEX, and Aspect is required.

What type of work environment should candidates be prepared to work in?

Candidates should be prepared to work in a challenging, fast-paced, 24/7 operational environment.

Is prior industry experience preferred for this role?

Yes, prior experience in banking, financial services, or insurance is preferred.

Where is the job located?

The job is located in Dubai, UAE at Dubai CommerCity.

What is the time commitment for this position?

This is a full-time position.

When are candidates expected to be available to join?

Candidates who are readily available in the UAE and can join immediately are preferred.

What type of communication skills are necessary for this position?

Excellent verbal and written communication skills are necessary for effectively presenting information and engaging across all levels of the organization.

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Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.