Analyst, WFM Scheduling

Job Title

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.

Essential 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.