Bahrain
WFM Manager
The WFM Manager plays a crucial role in ensuring efficient staffing and scheduling for our BPO operations. This position is responsible for analyzing data, forecasting workload, and optimizing workforce performance to meet service level agreements (SLAs) while maximizing productivity.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Analyze historical data to develop accurate forecasts for call volume, workload, and staffing needs.
- Collaborate with other departments to understand business trends and incorporate them into workforce planning.
- Create and manage agent schedules to ensure optimal coverage and service levels.
- Monitor real-time performance to make adjustments as necessary, including managing breaks and overtime.
- Develop and monitor key performance indicators (KPIs) related to workforce efficiency, service levels, and employee productivity.
- Conduct regular reporting and analysis to identify trends and areas for improvement.
- Work closely with operations teams to communicate staffing changes, performance metrics, and other workforce-related information.
- Serve as a point of contact for management regarding workforce management issues.
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Utilize workforce management software and tools to enhance scheduling accuracy and reporting capabilities.
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Lead and mentor a team of workforce analysts and schedulers, fostering a collaborative and high-performance environment.
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 3-5 years of experience in workforce management, preferably in a BPO or contact center environment.
- Proven experience with workforce management software and reporting tools.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Proficiency in Microsoft Excel and other data analysis tools.
- Ability to work in a fast-paced, dynamic environment.
Job Id: ngCr0O7O/mERmAf6vbleMp4Z1zyxp/HIJG+1t9LygiY6IiosPbRtzxYWWlyvBuPaOq14whtOsZBOsfP6JIXvhdVmKTqe6KfyPlyVSc8GXCJEUwKntfyDsUaHiFgJR/ECg8dEbUpjkgs8pD9PCCnB6d44iHcOT0UoxBlZpUZC4FAN1g==
- Locations
- Bahrain
About Urban Ridge Supplies
Urban Ridge Supplies is a leading provider of durable, high-performance piping solutions in Karachi. We supply all types of pipes from PVC and HDPE to GI and steel meeting the demands of every sector with reliability and precision.Whether you're building homes, factories, or infrastructure, we ensure your piping needs are met with quality materials and professional service.
Founded in
2021
Co-workers
10
Turnover
$500,000
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