Analyst WFM Scheduling

About the Role

Key Responsibilities

• Perform schedule maintenance and creation.
• Conduct intraday planning and reporting.
• Manage agent maintenance on WFM systems.
• Oversee annual leave management.
• Maintain overall WFM tools and reporting.
• Collaborate with Operations and Training teams to plan intraday activities and identify changes in arrival patterns.

Required Qualifications and Experience

• Previous experience in a similar scheduling role or at least 1 year in a Real-Time Analyst (RTA) role.
• Applicants must be from the RTA department or have proven scheduling experience.
• Proficiency in using the IEX WFM tool for real-time monitoring and schedule communications.
• Previous experience in the WFM field covering both RTA and scheduling functions.
• B2 English level is required.
• Advanced knowledge in Microsoft PowerPoint and presentation aspects.
• Saudi citizens or individuals living in KSA with valid work permits are eligible to apply.
• Essential Skills
• Proficient in resource scheduling and intraday management applications.
• Ability to multi-task and meet deliverable timelines.
• Proven experience consulting with all levels of management, peers, and teams.
• Proficient in Microsoft Office or Google Docs.
• Detail-oriented with good analytical, numerical, and problem-solving skills.
• Effective organizational and time management skills.
• Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including logical thought processes.
• Excellent written and verbal communication skills for interacting with internal stakeholders and client representatives.
• Ability to extract, manipulate, and present data from WFM applications or manual platforms.
• Awareness of capacity planning terms and framework is preferred.
• Work Environment and Conditions
• Must have 100% capability to work from home, including a suitable environment, stable internet connection, and commitment.
• Flexibility with working hours is required, covering morning and midday shifts, with potential extensions to pre-midnight coverages based on business demands.
• Candidates must not have received any warnings or been on a Performance Improvement Plan (PIP) within the last 6 months.

Application Process

• We invite qualified candidates to apply for this position. The salary for this role will be discussed during the interview process.