The call center workforce manager role is pivotal incall center management. They are meant to drive optimal productivity within a multi-site, multi-skilled, 24/7 call center setup. This role centralizes forecasting, scheduling, and intraday performance management. Its ultimate purpose is to ensure the seamless handling ofinbound and outbound communications. This requires a deep understanding of call center operations and emerging industry trends. Performance monitoring -Operate the particular software and platforms adopted to facilitate the WFM process (analytics, forecasting, scheduling, tracking, and reporting) Oversee real-time workload, ensuring optimal performance to set service levels Address escalated service delivery issues in partnership with call center managers Team development and training -Collaborate with Quality, Training, and Operational teams Coordinate hiring, training, and skill development Educate staff on workforce management best practices Keeping up with industry trends and knowledge -Stay updated on workforce management trends -Recommend solutions for forecasting and scheduling needs Skills Saudi nationality. Holds a Bachelor's degree. Must have at least 4 years of practical experience in the field of specialization. Must have knowledge of using computers and its applications. Prepares statistics and data for the center and the team. Knowledge of organization and working methods in the centres. Fluent in English, written and spoken. +Skills and core competencies In-depth knowledge of call center technologies, including WFM solutions and contact routing strategies Strong analytical and problem-solving aptitudes Effective communication skills, proficient in presenting data to senior leadershio Ability to lead, coach, and develop a team Experience managing multiple projects simultaneously #J-18808-Ljbffr