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Responsibilities
- Handle the overall management of the WFO team including hiring, training, scheduling, and setting of goals, prioritization of work, performance reviews, etc.
- Act as a key point of contact for client’s requests of resource planning, invoicing, and resolving operations performance-related gaps.
- Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance.
- Ensure that the scheduling function is providing optimal forecasting, scheduling, and identifying new methods, strategies, and opportunities.
- Oversee internal and external reporting and manage the team to analyze historical trends by source, handle time, and root cause to identify operational opportunities, and proactively communicate this information to management while implementing appropriate action plans.
- Review and analyze weekly, monthly, quarterly, and yearly performance reports for both internal and external stakeholders.
- Provide daily guidance to the team that will analyze traffic history by tracking and trending
- Phone channel metrics, email, social media, and back-end support to ensure proper planning, accurate requirements, and workload identification.
- Work closely with other departments to operationally ensure alignment with internal procedures and requirements and improve efficiency.
- Conduct performance evaluations for team members and oversee all operations performance evaluations and feedback.
- Support the audit process and operational risk management for the goal of preventative corrections.
- Perform other job-related responsibilities as assigned by the direct manager.
Qualifications
- 5-7 years of relevant experience preferably in customer service/ call center.
- Deep Knowledge of Customer’s platforms and tools.
- Deep knowledge of Project management concepts.
- Proficiency in Microsoft office packages.
- Deep knowledge of Power BI
- Applicable knowledge in labor law practices related to leaves and vacations.
Required Skills
- Business Planning
- Key Performance Indicators
- Forecasting
- Scheduling Methodologies
Job Details
- Location Amman - Jordan
- Industry Human Resources
- Job Type Full-Time
- Degree Bachelor
- Experience 5 - 7
- Nationality Unspecified
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