Workforce Management & Operations Manager

Role : Workforce Management & Operations Manager
Location : Ras Al Khaimah
Role Purpose:
To manage and lead the MIS Team as well as the Team of Work Force Management Analyst for all sites as well as the outsourced operations. This role is critical as it involves important areas of the business which determines the effectiveness and efficiency and quality of the daily contact center operations.
Key Accountabilities of the role
Operational readiness:

• Manage and lead a team of up to Work Force Management Analyst & MIS officer(s).
• Ensure timely reporting of contact center and Agent Performance at various agreed intervals.
• Ensure that scheduled are ready approved and released before the start of each week./bi-weekly (depending on business requirements)
• Highlight operational issues that may arise in the day-to day operations.
• Regular communications on contact center KPI...