WFM Reports Specialized Manager

About 2P Perfect Presentation

Since 2004, 2P Perfect Presentation has been a leader in Saudi Arabia’s ICT sector, providing integrated technology solutions that support organizations in digital transformation and operational efficiency. The company delivers end-to-end solutions through specialized business units and market expertise.

Job Summary

2P Perfect Presentation is seeking an experienced WFM Reports Specialized Manager to lead workforce planning, forecasting, scheduling, reporting, and performance analytics for its Contact Center operations. This full-time position is based in Riyadh, Saudi Arabia, and focuses on optimizing resource allocation, supporting Service Level Agreement (SLA) achievement, providing accurate operational reporting, and leveraging business intelligence to enhance operational performance and customer experience.

Key Responsibilities

• Develop accurate forecasts for call volumes, workloads, and staffing requirements based on historical data, trends, and business needs.
• Build and maintain staffing models to optimize resource allocation across shifts, teams, and projects.
• Prepare, maintain, and optimize staff schedules to ensure adequate coverage and resource allocation for SLAs and productivity targets.
• Monitor schedule adherence by shift, team, and individual, coordinating with Operations teams for real-time adjustments.
• Analyze key Contact Center KPIs, including Service Level, Average Handling Time (AHT), Schedule Adherence, Occupancy, and Productivity.
• Identify performance trends, variances, and gaps, recommending corrective and preventive actions.
• Lead the development, preparation, and delivery of daily, weekly, monthly, and ad-hoc workforce and operational reports.
• Develop and maintain BI dashboards and reports to provide visibility into Contact Center performance.
• Analyze workforce and operational data to identify trends, risks, patterns, and improvement opportunities, translating complex data into actionable business insights.
• Ensure the accuracy, quality, consistency, and timely delivery of all workforce and performance reports.
• Support special projects, including new bids, proposals, and workforce-related initiatives, providing planning, analysis, and data inputs.

Qualifications and Experience

• A minimum of 5-10 years of experience in workforce management, reporting, and analytics, preferably within a Contact Center environment.
• Demonstrated ability to develop accurate forecasts, staffing models, and optimized schedules.
• Proficiency in analyzing Contact Center KPIs and identifying performance trends.
• Strong experience in developing and delivering comprehensive workforce and operational reports, including BI dashboards.
• Ability to translate complex data into actionable business insights and recommendations.
• Experience in supporting special projects and providing workforce-related inputs for new business opportunities.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a leading ICT company focused on digital transformation and operational efficiency.