WFM Reports Specialized Manager

About 2P – Perfect Presentation

Established in 2004, 2P – Perfect Presentation has become a prominent player in Saudi Arabia's ICT sector, delivering comprehensive technology solutions designed to speed up digital transformation and boost operational efficiency. Renowned for innovation and exceptional service, 2P offers end-to-end solutions through specialized business units and profound market expertise, fostering a dynamic environment for professionals eager to make an impact.

Job Purpose

The company seeks an experienced Workforce Reports Specialized Manager to oversee workforce planning, forecasting, scheduling, reporting, and performance analytics for Contact Center operations. This role aims to enhance resource utilization, meet Service Level Agreements (SLAs), provide precise and timely operational reports, and leverage business intelligence to improve performance and enrich customer experience.

Core Duties

• Develop accurate call volume and workload forecasts based on historic data, trends, and organizational needs.
• Create and maintain staffing models to ensure optimal resource distribution across shifts, teams, and projects.
• Analyze demand patterns to recommend workforce strategies enhancing efficiency.
• Support capacity planning ensuring staffing aligns with service objectives.
• Manage and optimize staff schedules to guarantee sufficient coverage throughout all shifts.
• Efficiently allocate resources to meet SLAs, productivity goals, and operational needs.
• Monitor adherence to schedules by shift, team, and individual levels.
• Collaborate with Operations teams to address real-time staffing requirements.
• Examine key Contact Center KPIs such as Service Level, Average Handling Time, Schedule Adherence, Occupancy, and Productivity.
• Identify trends, discrepancies, and gaps in performance, suggesting corrective actions.
• Continuously improve forecasting and scheduling processes for better operational KPIs.
• Deliver actionable insights to leadership to boost efficiency and service quality.
• Lead the preparation and presentation of daily, weekly, monthly, and ad-hoc workforce and performance reports.
• Generate agent, queue, workforce, productivity, SLA, and operational performance reports.
• Design and maintain BI dashboards for transparent monitoring of Contact Center metrics.
• Analyze workforce and operational data to pinpoint trends, risks, and opportunities for improvement.
• Translate complex datasets into practical recommendations.
• Ensure accuracy, consistency, and punctuality of all reports.
• Establish reporting standards and automate recurring reports to enhance efficiency.
• Provide management team with regular updates, insights, and data-driven recommendations.
• Integrate data from various sources ensuring alignment among operational, workforce, and BI reporting.
• Support special projects including bids, proposals, and workforce initiatives by providing analysis and reporting.
• Develop business cases, operational models, and performance analyses for new opportunities.
• Ensure timely completion of assigned projects and deliverables.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Human Resources, Information Systems, Data Analytics, or a related discipline.
• At least 5 years’ relevant experience in Workforce Management, Service Delivery, Contact Center Operations, Business Intelligence, or Reporting.
• Demonstrated expertise in forecasting, scheduling, staffing analytics, capacity planning, performance reporting, and BI within Contact Center settings.
• Deep knowledge of Contact Center KPIs and workforce optimization methodologies.
• Experience in creating dashboards, reports, and operational insights.
• Familiarity with BI tools and Workforce Management systems preferred.
• Excellent ability to convert data findings into actionable business strategies.

Key Competencies

• Strong analytical skills and aptitude for data-driven decisions.
• Proficiency in reporting and business intelligence functions.
• Leadership qualities and experience coordinating teams.
• Effective communication and presentation skills.
• Solid problem-solving and decision-making capabilities.
• Meticulous attention to detail and dedication to data accuracy.
• Well-developed planning and organizational abilities.
• A customer-focused approach.