Scheduling Operations Coordinator

5 days ago


Manama, Manama, Bahrain Tafaseel Group Holding Full time

Company Overview

Tafaseel Group Holding is a leading organization that values efficiency and productivity. Our company strives to maintain high service levels while ensuring effective workforce management.

Job Description

As a Scheduling Operations Coordinator, you will be responsible for creating and maintaining daily and weekly schedules for agents based on forecasted call volumes and service level agreements (SLAs). You will need to adjust schedules in real-time to accommodate fluctuations in call volume and staffing availability. Your task also includes monitoring call queues and agent performance throughout the day to ensure optimal service levels. Additionally, you will identify and address issues proactively, including coverage gaps and performance challenges. Furthermore, you will analyze performance metrics and provide insights to the management team regarding trends, potential issues, and areas for improvement. Lastly, you will assist in preparing regular reports on staffing efficiency, productivity, and service levels.

Required Skills and Qualifications

To succeed in this role, you should have a Bachelor's degree in Business, Management, or a related field. Relevant experience may be considered in lieu of a degree. You should have 1 to 2 years' experience in workforce management. Strong analytical and problem-solving abilities are essential. Proficiency in Microsoft Excel and other data management tools is required. Excellent communication skills, both written and verbal, are necessary. You should be able to work well under pressure and adapt to changing situations.



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