Workforce Management Senior Specialist at Delivery Hero SE

الوصف الوظيفي:

أحدث معلومات الوظائف من Delivery Hero SE لمنصب Workforce Management Senior Specialist. If the Workforce Management Senior Specialist الشاغرة في Riyadh تتوافق مع مؤهلاتك، يرجى تقديم أحدث طلب أو سيرة ذاتية مباشرة من خلال بوابة وظائف Jobkos المحدثة.

يرجى ملاحظة أن التقديم على وظيفة قد لا يكون سهلاً دائماً، حيث يجب على المرشحين الجدد استيفاء مؤهلات ومتطلبات معينة تحددها الشركة. نأمل أن تكون الفرصة المهنية في Delivery Hero SE لمنصب Workforce Management Senior Specialist أدناه تتوافق مع مؤهلاتك.

Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform. Our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide, headquartered in Berlin, ألمانيا.

Job Description Purpose

To manage care reporting, MIS, and all the workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey within the organizational policies and procedures.

Key Accountabilities and Activities Workforce Management

• Define the most accurate forecast for different functions and calculate the right sizing per function.
• Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping.
• Providing timely and accurate management information to support the Call Centre Management team in driving efficiencies at the team and individual agent level.
• Perform basic functions such as running reports, exporting data, changing agent skills, and activating agent traces.
• Responsible for maintaining accurate employee information in WFM and other databases.
• Monitoring schedule adherence and notifying the operations team when agents are out of adherence.
• Work out various alternatives for identifying staffing needs and sources.
• Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration.
• Responsible for day‑to‑day dialer management and daily reporting of dialer activity to include all relevant reports such as calling list and campaign.
• Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity.
• Liaise with shift managers and agents to maximize الشركة campaigns.

Governance and Resilience

• Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions.

Daily Operations

• Follow daily operations relating to the job to ensure work continuity.
• Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards.
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.

Qualifications and Requirements

• 2 – 4 years of relevant experience.
• Bachelor’s degree in a relevant field is required.

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معلومات الوظيفة:

• الشركة: Delivery Hero SE
• المنصب: Workforce Management Senior Specialist
• مكان العمل: Riyadh
• الدولة: SA

كيفية تقديم الطلب:

بعد قراءة وفهم المعايير ومتطلبات الحد الأدنى من المؤهلات الموضحة في معلومات الوظيفة Workforce Management Senior Specialist at the office Riyadh أعلاه، أكمل فوراً ملفات طلب الوظيفة مثل خطاب التقديم، السيرة الذاتية، نسخة من الشهادة الجامعية، كشف الدرجات، والملاحق الأخرى كما هو موضح أعلاه. أرسلها عبر رابط الصفحة التالية أدناه.

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