Workforce Management & Operations Manager

Role : Workforce Management & Operations Manager
Location : Ras Al Khaimah

Role Purpose:

To manage and lead the MIS Team as well as the Team of Work Force Management Analyst for all sites as well as the outsourced operations. This role is critical as it involves important areas of the business which determines the effectiveness and efficiency and quality of the daily contact center operations.

Key Accountabilities of the role

Operational readiness:

• Manage and lead a team of up to Work Force Management Analyst & MIS officer(s).
• Ensure timely reporting of contact center and Agent Performance at various agreed intervals.
• Ensure that scheduled are ready, approved and released before the start of each week./bi-weekly (depending on business requirements)
• Highlight operational issues that may arise in the day-to day operations.
• Regular communications on contact center KPIs and performance.
• Ensure that Operational issues are highlighted immediately
• Liaise with the relevant stakeholders to gather data for reporting.
• Approve all non-inbound related activities, ensuring minimal impact to the Contact Center Operations.
• Approve all mass SMS to be delivered to customers.

Human Resource/People:

• Conduct regular coaching sessions with the individuals within the unit.
• Conduct and lead employee engagement activities for the individual’s team as well as providing support to the Operations Manager of the Inbound Contact Center for Center wide initiatives.
• Manage and minimize attrition within the individual’s team.
• Identify training and development needs for the individuals within the team.
• Provide support and guidance to the individuals within the team.
• Conduct regular meetings, documented and filed.

Quality:

• Work closely with the Operations and the Contact Center Management to continuously find ways to improve and enhance efficiency and effectiveness of the forecasting and scheduling.
• Ensure accuracy of data/MIS that is circulated timely.
• Work closely with the Support units to improve the Quality of the call center to achieve Mystery Shopper goals.

Continuous Improvement:

• Work closely with Service Manager and Devepolemnt & Service Manager on delivering process, systems, products and policy initiatives across the call center.
• Provide recommendation to changes required in the area of scheduling, forecasting and MIS.

Compliance of policies & procedures:

• Comply and perform Key operational controls as required in ADIB’s polices & procedures relating to Call Center, in day-to-day operations.
• Work closely with the Operational Risk Team within the contact center to ensure that regular system access review is carried out.

Any other duties entrusted by the Service Manger from time to time.

RESULTS EXPECTED:

• Ensure proper documentation, maintenance and storage of MIS and data.
• 100% compliance to system access for the entire contact center.
  
• Reduce attrition within the team.
• Availability of PCs – Any issues to be escalated to IT immediately.
• Accuracy of data reported.
• Accurate and reliable scheduling.
• Annual Leave for entire contact center to be cleared by the end of each financial year.
  

Specialist Skills / Technical Knowledge Required for this role:

• Excellent knowledge of ADIB’s Retail Banking products & services
• Knowledge of ADIB’s and the Contact Center’s Operational Policies & Procedures
• Language and communications skills
• Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities.
• Fair knowledge of service standards and service quality delivery
• Selling Skills
• Computer and management information skills
• Familiarity with MS Office is a must.
• In-depth knowledge of scheduling/forecasting and the principles of the same.
• Creativity
• Numbers driven.