Job Purpose
We currently have a fantastic opportunity for a Workforce Management professional to join our dnata team as Workforce Manager, dnata Travel. In this role you will lead and continuously optimise the global approach to workforce management by developing innovative solutions across dnata Contact Centre businesses to ensure quality and efficiency in the delivery of agreed service level standards across our network.Accountabilities:
Plan- Forecast short, medium and long term contact volumes for dnata contact centre businesses. Define, plan and establish resource requirements across all accounts and functions to meet business KPI’s. Create and evaluate new opportunities for improved business performance.
- Determine and deliver globally efficient agent rostering in compliance with local labour laws, ratios, shrinkages, unexpected staff absences or high volumes to achieve agreed service levels. Optimise seat utilisation. Ensure that rosters consider the work life balance of team members and ensure 100% annual leave utilization by year end. Assist in the development and scheduling of training plans.
- Review current and future business requirements and develop/align processes to help achieve business objectives. Create and maintain scorecards by work stream and lines of business. Lead or support ad hoc projects as required
Deploy
- Manage a direct and virtual team of workforce officers across the global contact centre network. Implement best practice in workforce management and scheduling to deliver maximum productivity and consistency of outcomes.
Lead
- Set performance objectives, review progress and provide feedback to staff within the WFM function. Implement procedures to improve team productivity and performance. Train, coach and mentor the team to empower them to deliver. Effectively manage conflict, performance or conduct issues to a successful conclusion.
Execute
- Manage real-time performance to ensure service levels are met.
- Work with the dnata contact centre finance team to produce and define budgets and input into monthly financial reviews.
Operating Environment
The role is a critical function within a dynamic and sometimes pressured environment. Flexibility in working hours is sometimes required. Some travel across the network is also required to support operations & various business initiatives.Qualifications & Experience
Qualifications- Must hold relevant Bachelor's degree with acquired specialisation in live operations management or related area
- Knowledge of COPC standards an advantage
- Six Sigma qualifications an advantage
Experience
- A minimum of 7 years contact centre experience with at least 5 years in a senior workforce management role covering multi-lingual and multi-location operations in a virtualised environment. Proven ability in managing a 24/7/365 workforce is essential.- Previous experience in forecasting, resource planning, rostering and understanding of key metrics including productivity, occupancy and utilisation is required. Complete understanding of adherence management, attrition forecasting, new hire planning, annual leave planning, optimised training plans and real time management.
- Travel industry knowledge an advantage
Essential Knowledge & Skills
- Highly proficient in Avaya and Verint WorkForce Management tools- Proficient in contact centre technologies & technical understanding including skilling, prioritisation and IVR.
- Excellent knowledge of workforce management calculations, technologies and key performance indicators.
- Strong analytical and mathematical skills to collect and interpret data to solve problems.
- Excellent written and verbal communication skills, and presentation skills.
- Strong coaching, people, and leadership skills with ability to make sound decisions quickly in a dynamic work environment.
- Fluency in Arabic, French and/or German is also beneficial.
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Check Other Recent Jobs here!Location: United Arab Emirates
Closing date: Jan 10, 2022
