Analyst

3 days ago


Riyadh, Saudi Arabia Gulf cx Full time

GULFcx/RAYAcx is an international investment company and rapidly growing in
Saudi Arabia. We are looking for Talented and Motivated Employee to join a rewarding and flexible workplace that encourages innovation and creativity and help us meet the market challenges of today and tomorrow.

(Analyst)

**Qualification and Attributes**:

- Executes plans and ensures effective implementation of schedules.
- Administers Call Center Agents’ scheduling.
- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
- Reconciles daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.
- Create and deliver daily, weekly and monthly WFM reports.
- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Maintain running report of attendance incidents.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
- Ability to facilitate Daily Operations updates.
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs
- Reports the operational violations to HR to implement CC Code of Conduct.
- Perform any additional related tasks.

**Education**:Bachelor Degree

**Experience**:1 year

**Location**: Riyadh

**Skills**:

- Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous

Learning - Customer Centricity
- Technical skills: Analytical - Computer

نوع الوظيفة: دوام كامل


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