Analyst, WFM Scheduling

Responsibilities

• Analyst, WFM Scheduling Job Description The Scheduler will have responsibility for all administrative and scheduling duties.
• This includes Schedule maintenance and creation, Intraday planning, reporting, agent maintenance on WFM systems, Annual Leave management and overall WFM tools/reporting maintenance.
• Work closely with Operations and Training teams to best plan intraday activities and identify possible changes in arrival patterns.

Requirements

• Criteria Previous Experience in similar role/ or at least done RTA role for 1 year.
• Applicants must be from RTA department only, or with proven scheduling experience
• Must have been using IEX N.I.C.E WFM tool for real time monitoring and Schedule communications
• Must have no warnings or PIP for last 6 months
• Must have 100% capability to Work from Home - environment, stable internet connection and commitment
• Proficient in resource scheduling/intraday management applications.
• Ability to multi-task and meet timelines on deliverables Proven experience consulting with all levels of management, peers, and teams Proficient in Microsoft Office or Google Docs.
• Detail oriented Good analytical, numerical and problem solving skills.
• Possess effective organizational skills and time management skills with the ability to multi task proficiently.
• Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to extract, manipulate and present data from WFM application/manual platform.
• Candidates must meet the following minimum requirements: Saudi citizens or people living in KSA with the necessary work permits can apply; both are eligible to apply.
• Previous experience in the WFM field as both RTA and scheduling is necessary.
• Previous experience with the IEX workforce management tool is necessary.
• B2 English level.
• Strong verbal and written communication skills with stakeholders and clients are required.
• Preferably to be aware of capacity planning terms and framework.
• Advanced knowledge in Microsoft PowerPoint and presentation aspects is required.
• Must be flexible with working hours between morning and midday shifts that could extend to pre-midnight coverages if business demands.

Location

SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, POBox 42589, Language Requirements: English (Required) Time Type: Full time