About The Role:

We are recruiting for Operations Coordinator for Contact Centre to be based in Doha, Qatar.

The successful applicant will be responsible for ensuring effective workforce management and managing specific Contact Centre applications. The role streamlines operations related process flows whilst gathering and analyzing data to support process enhancements. It is responsible in assessing and forecasting staffing requirements in relations to business requirements.

Your Specific Responsibilities Include:

• Create agent schedules, manage intra-day performance to ensure achievement of service level.
• Forecast both short and long term staffing needs against volumes of calls/non-call activities. Review historical trends/planed activities and adjust forecast based on those trends.
• Monitor performance, agent productivity and schedule adherence and make real-time adjustments in staffing assignments/ call routing for adequate centre coverage and cost containment.
• Administer Contact Centre applications including functionalities of WFM and Real Time monitoring tools.
• Generate performance/ productivity reports for monitoring of key contact centre figures based on business requirements. Compile Ad hoc reporting as needed to support Contact Centre goals.
• Develop and communicate user guidelines/manuals related to handling applications such as WFM or agent desktop applications once processes/procedures are updated.
• Analyze operational stats, evaluate schedules, identify patterns, trends and opportunities for improvement of existing operational processes and procedures.
• Update the WFM with exception entries related to agent attendance, shifts preferences, any planned trainings or meetings or breaks so that the official schedule is populated with the most accurate info.
• Respond to internal inquiries regarding operations, investigate and resolve problems or discrepancies.
• Highlight resource risks to management and put forward contingency plans for resource staffing in case of system outrage.
• Collaborate with the customer service management team to ensure understanding and agreement of published scheduled.

Qualifications About you:

To be successful in this role, you must have the following qualifications and skills.

• For High School/ Vocational/ Diploma qualification, minimum of 3 years of job-related experience is required
• For Bachelor’s degree qualification, minimum of 2 years of job-related experience is required.
• Strong knowledge of forecasting and scheduling using a WFM system.
• Contact Centre experience.
• Excellent written and spoken English
• Analytical – able to analyse data and draw insights.
• Preferred Verint WFM tool experience.
• Excellent computer skills, proficient in MS Word, Excel and ability to learn other applications as required.
• Strong understanding of performance service delivery for Contact Centre
• Highly organized and detail oriented
• Team player and work well with others.