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Workforce Manager - Bahrain (resource planning manager)

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Workforce Manager - Bahrain (resource planning manager)

March 22, 2011

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Directly responsible for managing WFM for 2 sites, 300 people.
Over-all supervision in ensuring that appropriate Operations schedules are designed, implemented, and released on time.
Supervises over the analysis of historical call arrival patterns, AHT performance, and all shrinkage factors (i.e. absenteeism, attrition, training) and considers these in the scheduling of Operations personnel.
Over-all management of forecasting of FTE requirements per week / month.
In-charge of inter-face with all internal departments / functions on Workforce findings that need immediate addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and troubleshooting, number of seats for expansion).
Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Mathematics, Business Studies/Administration/Management or equivalent.
Required language(s): English, Arabic.
At least 5 year(s) of working experience in the related field and in a similar capacity is required for this position.
Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
Working knowledge of call center operations and organization.
Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications.
Excellent people-management, time and project management skills.
Excellent oral and written communication skills.
Adaptive to changing work schedules and working hours.
Excellent customer orientation, as well as problem-solving, decision-making, analytical and presentation skills.

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