WFM Supervisor (E-Nable)

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Job Details

Job Title

WFM Supervisor

Section

Work Force Management

Functional Level

Supervisory

Department

Work Force Management

Sector

Business Excellence

Reports Directly To

Business Excellence Manager

No. Of Subordinates

2

Job Purpose

Conduct staff planning in collaboration with the Contact Center management team. Other duties include auditing schedules prepared by the WFM team members and making recommendations for improvement. This individual will exercise sound judgment when identifying staffing requirements and implementing procedural changes while ensuring compliance with company policies and procedures.

Job Responsibilities

• Manage Staffing and Scheduling planning for the existing projects and for any new projects.
• Observe the calls and AHT reports which generated by WFM members.
• Review and assist in developing WFM activities
• Observe the actions taken from the RTM members to improve the queues performance.
• Observe the internal satisfaction between team members
• Supervise Resignation process and procedures and ensure sending the required data on time.
  
  

Managerial Responsibilities

• Coach, support, and advise subordinates regularly, furthermore, appraise their performance.
• Prepare different kind of reports that shows tasks’ progress.
• Builds and maintain team spirit
• Manage change
• Participate in the development of departmental plan and processes.
  
  

KPIs (Key Performance Indicators)

• Calls Accuracy within agreed target 10%
• AHT Accuracy within agreed target 10%
• Prepares weekly schedule on time 20%
• Prepares monthly leaves sheet 10%
• Handles contact center resignation cases with HR dep 10%
• Handle any other request within SLA 10%
• Participates in setting a new AHT target if needed with Quality team 10%
• Daily Attendance 5%
• Communication with Team members 10%
• Communication with Management 5%
  
  

Competency Model

Core Competencies

• Working Strategically
• Customer Orientation
• Critical Thinking
• Agility
• Innovation
• Leadership
• Customer Experience
• Problem Solving
• Decision making
• Planning and strategy
• Staffing & Scheduling
• Data Analysis
  
  

Specifications (Qualifications, Experience And Skills)

Education

Specialization

• Bachelor’s degree in Business Administration, Commerce, or a related field.
  
  

Experience

• Minimum 7 years of relevant working experience.
  
  

Languages

• English: Excellent command of (Speaking, reading and writing).
• Arabic: Native command of (Speaking, reading and writing).
  
  

Conditions of Employment

• Days Off: 2 Days/Week
• PPEs / Health, Safety, and Environment requirements: No
• Working Days: 5 Days/week
• Working Environment: 98% standard office work & 2% out of office.
• Working Hours: From 9:00 AM till 5 PM.