Sr. Representative, Wfm Real Time Management

Job Summary

Job Title:

Sr. Representative WFM Real Time Management

Job Description

We are seeking a RTA to manage and monitor real-time activity in the operations team ensuring that resources are efficiently allocated and service levels are maintained. The role requires quick adaptability strong problem-solving skills and the ability to operate in a time-sensitive environment.

Job Description

Essential Functions/Core Responsibilities

Distributes accurate and timely agent schedules using WFM tools

Inputs intraday corrections and exceptions into systems for agent time off and absences

Monitors inbound volume for unusual activity to ensure staffing needs are met

Recognize abnormal scheduling issues and escalate as necessary

Initiates and coordinates trouble tickets and escalate issues as required

Prepares standard and ad hoc reports for agent availability effectiveness

Monitors and resolves agent availability concerns via face-to-face communications phones and messaging applications with agent(s) and command canter

Required Skills and Qualifications:

• Bachelors degree in any related filed.

• a minimum of 1 year of experience within the same field.

• Advanced Excel skills.

• Fluent in Arabic and English (minimum B2 level proficiency).

• Strong verbal and written communication skills to analyze interpret and address needs.

• Ability to work in a time-critical environment and quickly adapt to changing business requirements.

• Skill in problem-solving and conceptual thinking.

• Knowledge of scheduling systems (experience with tools such as IEX Teleopti etc. is a plus).

• Flexibility to manage dynamic shifts and business needs.

Location:

SAU Riyadh Sulaiman Al Hamdan Street Sulaimaniya Riyadh 11551 POBox 42589

Language Requirements:

English (Required)

Time Type:

Full time

Required Experience:

Senior IC

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