Workforce Management Senior Specialist📣 Job Ad

About HungerStation and the Workforce Management Senior Specialist Role

HungerStation, a key part of the Delivery Hero Group, is a pioneering local delivery platform dedicated to providing a fast, easy, and exceptional customer experience. As a Workforce Management Senior Specialist, you will join our team in Riyadh, Saudi Arabia, in a full-time capacity, contributing to operational efficiency and customer satisfaction.

Role Overview and Objectives

The primary objective of this role is to manage care reporting, Management Information Systems (MIS), and all workforce management tasks. This includes analyzing agent historical performance, generating and overseeing schedules, and ensuring schedule adherence. The specialist will work within organizational policies and procedures to enhance the overall customer experience journey.

Key Responsibilities

• Define accurate forecasts for various functions and calculate appropriate staffing levels per function.
• Coordinate with operations teams to implement work schedules, track forecast changes, and manage shift swaps.
• Provide timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level.
• Perform essential functions such as running reports, exporting data, modifying agent skills, and activating agent traces.
• Maintain accurate employee information within Workforce Management (WFM) and other relevant databases.
• Monitor schedule adherence and promptly notify the operations team when agents are out of adherence.
• Develop various alternatives for identifying staffing needs and potential sources.
• Manage calling data strategy, including the scheduling of calling lists to ensure maximum productivity and dataset penetration.
• Oversee day-to-day Dialer management and provide daily reports on dialer activity, including calling list and campaign performance.
• Monitor team and agent performance across inbound and outbound systems to maintain maximum productivity.
• Liaise with Shift Managers and Agents to optimize company campaigns.
• Adhere to all relevant policies, procedures, and processes to ensure consistent and controlled daily operations.
• Contribute to identifying opportunities for continuous improvement in processes, practices, cost-effectiveness, and productivity.
• Prepare timely and accurate reports relevant to the line of work to meet established requirements and objectives.
• Ensure satisfaction for both internal and external customers by addressing their needs courteously and promptly.

Qualifications and Experience

• A Bachelor's Degree in a relevant field is required.
• Between 5 to 10 years of professional experience in a related workforce management or call center operations role.

Required Skills and Competencies

• Proficiency in workforce management methodologies, including forecasting, scheduling, and adherence monitoring.
• Strong analytical skills for performance analysis and data interpretation.
• Experience with WFM tools, databases, and reporting systems.
• Ability to generate and interpret Management Information System (MIS) reports effectively.
• Excellent coordination and communication skills to liaise with various operational teams and management.
• Attention to detail for maintaining accurate records and ensuring compliance with schedules.
• Understanding of dialer management and calling data strategies to maximize productivity.
• Commitment to following organizational policies, procedures, and instructions.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role requires consistent adherence to daily operational procedures to ensure work continuity and contribute to overall customer satisfaction.