Date: 17-May-2019
Location: Dubai, AE
Company: Al Futtaim Private Company LLC
Job Requisition ID: 35768
No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.
As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.
Come join us to live well, work better, and be the best.
Job Description:
- Prepare, build reports, forecast, and analyze data in order to support staffing decisions and workforce utilization requirements and ensuring to meet the targeted service goals while minimizing costs.
- Plan and create intraday, daily, weekly, and long-term plans to effectively leverage workforce.
- Analyze different campaign behavior, recommend best practices and solutions
Key Responsibilities:
- Generating a link between campaigns performance, scheduling and forecasting, and service levels to Engagement center contribution to overall AF Revenue (average revenue per call)
- Productivity and Operations:
- Live auditing and real-time monitoring of agent’s status
- Occupancy, idle time, login/logout, and schedule break overage of agents
- Call handling time of agents
- Intraday performance of call volume, managing shrinkage and staffing across multiple queues
- Fast resolution of daily operational systems issues
- Revenue Generating:
- Dialer management and optimization
- Monitoring of campaign penetration
- Analyze campaign performance and identify challenges
- Analyze and understand appointment behavior and identify solutions in reducing no show rates
- Channel Management:
- Proactive monitoring of different channels (800#s, Fastrack Web Sales leads, E-mail, Chat, Social, Outbound campaigns) and ensuring handling time is within business target
- 95% and above answer rate on 800#s
- 15 minutes action time on web sales leads
- Reporting, Gap Analysis, and Forecasting
- Timely, consistent, relevant, and accurate daily, weekly and monthly reports
- Reports analysis and identify best practices
- Reports analysis and identify challenges and areas for improvement
- Daily reports of staff attendance
- Reconcile daily attendance against planned schedule
- Customer Experience and Engagement:
- Prepare monthly schedule to be shared two weeks prior to start of succeeding month
- Adhoc scheduling to ensure adequate daily resource coverage
- Manage one-on-one meeting of agents with Line Managers
- Manage courses training of agents for growth
- Asset and full system readiness of newly on boarded associates within 7 days working days from asset receipt
- Smooth transportation logistics of associates and other administrative support
Minimum Qualifications and Knowledge:
- Knowledge of contact center metrics
- Minimum 2 years relevant experience (contact center resource planner or business analyst in contact center field)
- Advanced proficiency in Excel, forecasting, and data analysis
- Results, quality, and detail-oriented with the ability to gather, interpret, and analyze data and information
- Strong organizational, planning and time management skills with the ability to prioritize tasks.
KGM
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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.
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