Available Opportunities
VAC7462 - Specialist, Workforce Management & Scheduling
Field: Customer Care Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 22-Nov-2018
The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

Manage the process of Forecasting, Planning preparing and optimizing schedules for Customer Care to ensure the adequate deployment of staff during each shift in response to fluctuating call volume to ensure that all calls are effectively monitored, and all tasks carried out.

Key Accountabilities & Activities:
    • Using the Work Force Management System (WFM), develop and maintain schedules for all shifts based customer interacting staff within customer care, which includes, work allocation and backups to ensure that an adequate number of staff are available at all times to attend customer calls.
      • Prepare and schedule the schedules for different shifts so as to ensure that all calls are effectively monitored, and all tasks are carried out.

      • Constantly monitor the call frequency and call traffic in the Automatic Call Distribution (ACD) system and initiate suitable remedial action to prevent calls being un-answered.

      • Follow communication process to ensure that Team Leaders and Customer Care Executives fully understand how the schedules apply to them.

      • Handle requests from staff regarding shift changes and liaise with Team Leaders to address these.

      • Inform Customer Care managers of trends in sickness, absences, lateness, permissions and leave requests.
      •  Create holiday plans and training schedules that will be applied to staff schedules so as to reduce planned shrinkage and ensure optimal work force availability. This will be done in collaboration with team leaders/managers.
      •  Arrange Over Time call decision for usual monthly activities such as Dunning/ Billing

      • Develop and implement a contingency resource plan to handle unplanned customer affecting events that can cause increase in interaction volume density.

          Analyze and report on shrinkage data in collaboration with the scheduling analysts to prepare optimum forecasts and schedules taking into consideration seasonality trends in interaction volumes.
        • Prepare Long term forecasts and manpower budgets that are in-line with the agreed service levels.
        • Develop weekly and monthly forecast strategy with line managers and scheduling analysts.
        • Develop “What If Scenarios” to handle interaction volume spikes.
        • Be “on call” outside office hours and available to attend to emergency rescheduling.
        • Maintain staff records and follow administrative procedures (annual leave, overtime payment, sick leave, absence from work etc.) for the Customer Care Division and liaise with the Human Resources team on any issues.
        • Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
    • Other duties as directed by supervisor or other superiors.

      • Required experience based on progression ladder in scheduling.
      • Coaching and team building experience.
      • Ability to co-ordinate projects with internal departments and third parties.

      • Problem solving and analytical skills.

      • Time management skills.

      • Fluent verbal and written communication in both Arabic and English.

      • Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

      • Bachelor degree in business or a related discipline from a recognized tertiary institution.

      • MS Office Suite

      • PC literacy and system skills, preferred PABX / ACD, BSCS
      • Expert Level in Excel

      • 2+ years in WFM platform like Tele-opti
      • Strong knowledge of telecom products, services and procedures.
    Note: you will be required to attach the following:
    1. Resume / cv
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