Job Description

Main Job Responsibilities:
•Serve as the primary point of contact on workforce management policies
•Serve as subject-matter expert on workforce optimization issues
•Ensure service level targets are met; maintain the right headcount, and calculate call capacity
•Responsible for the maintenance and upkeep of scheduling software
•Responsible for reporting data management activities around employee scheduling and forecasts
•Improve processes and increase efficiency of operations by recommending necessary changes
•Undertake majority of forecasting and agent scheduling for the contact center
•Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
•Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
•Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software Job Requirements:
•Ability to drive high performance work teams
•Experience and understanding of staffing, queues, and performance measurements
•Proficiency with Excel
•Adept at managing multiple priorities and tasks in a fast-paced environment
•Strong written and verbal communication skills with the ability to drive and effectively communicate change
•Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
•Communication and interpersonal skills
•Ability to work in a team environment
•Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
•Ability to motivate and lead through tactical leadership built from strategic vision.
•Strong ability to analyze call trends and take appropriate action
•High school degree; college degree preferred
•Must be available to work any shift any day
•Working knowledge of call center dynamics, verbiage and methodologies
•Proficiency with IEX scheduling software preferred
•Previous Workforce management desired
•Experience in Multi-site call center management desired

Working Time

Full Time

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