Real-time management Job in Al Yasamin, Riyadh, Saudi Arabia at Confidential Company

Job Description

To manage work force management in an effort to increase the operational effectiveness.

• To report daily call center metrics on all projects, teams, and agent performance.

• Analyzing and adjusting staffing to maximize efficiency and service level requirements.

• Ensure tracking center attendance

• Reporting and Tracking staffing ratios and seat utilization/optimization.

• Responsible for ensuring accurate use of WFM databases critical to the business by training and management of the personnel.

• Building effective working relationships with internal and external departments.

• To keep track on the changes to forecast

• Tracking, monitoring, and reporting trends in project metrics.

• To work out various alternatives for identifying staffing needs and sources.

• Own and drive WFM and data mining tool deployment

• Own and drive other tools (CSAT, FCR etc.) deployment in the contact center Standards


• Good Communication skills

• MS Office operating and typing skills

• Database management skills

• Analytical skills

• Regression

• Box Plots

• Interpersonal skills

• Problem Solving skills

• Felicity with Forecasting Tools o Control Charts – specially IMR o Time Series Forecasting Methods

• Single Exponential Smoothening

• Double Exponential Smoothening

• Winter Holt Method


• Skilled in use of Advanced Excel Tools

• Use of Erlang for Staffing Calculations

• Skilled in use of What-if Analyses

• Skilled in use of Automated Scheduling Tools such as Aspect EWFM, IEX or Blue Pumpkin

• Must understand the complexities of scheduling in multi-skill and multi-site environment.

Job Details

Job Location
Al Yasamin, Riyadh , Saudi Arabia

Company Industry

Company Type
Employer (Private Sector)

Job Role
Customer Service and Call Center

Employment Type
Full Time Employee

Monthly Salary Range
$500 – $1,000

Number of Vacancies

Preferred Candidate

Career Level
Mid Career

Years of Experience
Min: 1 Max: 5

Residence Location
Riyadh,Saudi Arabia

Min: 21 Max: 35

About Company

Company: Confidential Company

Company Location:  Al Yasamin, Riyadh, Saudi Arabia

Job Category: Telecommunications

About Confidential Company