Support the management with all necessary information, planning models and scenarios
to facilitate the decision-making process.
Analyze the historical data to forecast and create staffing scenarios for inbound and
outbound business functions.
Workforce planning and scheduling for all operational accounts, from long term plans to
the minutes intraday level.
Ensure accurate planning and adequate staffing for operational accounts regarding all
Track, maintain, and document attendance, leaves and absenteeism of Xceed CSRs.
Update HR and finance with attendance, absenteeism, and overtime.
Control leaves balance and reserve annual leaves for Xceed CSRs.
Maintain Operation headcount and headcount related issues.
Report absenteeism and attrition figures of Operation to the concerned parties.
3 years of experience in the same function.
Fluency in written and spoken Arabic and English.
Proficient user of Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
Workforce planning skills.
Coaching and monitoring skills.
Business and technical analysis skills.