Workforce Management And Operations Manager

Job description / Role

Employment: Full Time

Role purpose

To manage and lead the MIS team as well as the team of workforce management analysts for all sites and the outsourced operations. This role is critical as it involves important areas of the business which determine the effectiveness, efficiency, and quality of the daily contact center operations.

Key accountabilities of the role

Operational readiness:

• Manage and lead a team of workforce management analysts and MIS officers.
• Ensure timely reporting of contact center and agent performance at various agreed intervals.
• Ensure that schedules are ready, approved, and released before the start of each week or bi-weekly depending on business requirements.
• Highlight operational issues that may arise in day-to-day operations.
• Regular communications on contact center KPIs and performance.
• Ensure that operational issues are highlighted immediately.
• Liaise with 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 individuals within the unit.
• Conduct and lead employee engagement activities for the team as well as provide support to the operations manager of the inbound contact center for center-wide initiatives.
• Manage and minimize attrition within the team.
• Identify training and development needs for individuals within the team.
• Provide support and guidance to individuals within the team.
• Conduct regular meetings, documented and filed.

Quality:

• Work closely with operations and contact center management to continuously find ways to improve and enhance efficiency and effectiveness of forecasting and scheduling.
• Ensure accuracy of data and MIS that is circulated timely.
• Work closely with support units to improve the quality of the call center to achieve mystery shopper goals.

Continuous improvement:

• Work closely with service manager and development & service manager on delivering process, systems, products, and policy initiatives across the call center.
• Provide recommendations for changes required in scheduling, forecasting, and MIS.

Compliance of policies & procedures:

• Comply and perform key operational controls as required in ADIB's policies and procedures relating to the call center in day-to-day operations.
• Work closely with the operational risk team within the contact center to ensure that regular system access reviews are carried out.

Any other duties entrusted by the service manager from time to time.

• 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 the entire contact center to be cleared by the end of each financial year.

• Excellent knowledge of ADIB's retail banking products and services.
• Knowledge of ADIB's and the contact center's operational policies and procedures.
• Language and communication 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 thereof.
• Creativity.
• Numbers driven.

Company Industry: Finance, Investment & Asset Management

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