Customer Relations Workforce Planning Administrator

Job Description

● To actively cooperate with different CR teams to resolve internal customer-received queries. ● To assist workforce (WF) supervisors and cooperate with HR in implementing any assigned projects such as all necessary actions about CR newcomers, like user creation, IFS data entry, and food. ● To report if the software and applications in use by WF work efficiently and escalate issues to the supervisor. ● To participate in providing effective support to the CR management team by preparing related reports about the workforce. ● To participate in preparing shift rosters on in collaboration with the Workforce supervisor. ● To implement shift roster at the operational level by announcing the shifts and applying any staff changes. ● To coordinate day-to-day staff availability with the WF supervisor's cooperation. ● To report the schedule adherence exceptions to the supervisors and manager. ● To prepare reports based on guidelines related to the previous day’s performance, comparing forecast to actual for Average Handling Time (AHT), Call volumes, SLA (Service Level Agreement), adherence, and scheduled staff and interpret any variations to support team activities. ● To assist with preparing Management Information reports supporting high-level management on decision-making. ● To assist with the preparation of the CR monthly performance commentary report. ● To gather information from other departments based on manager requests and plans. ● To update the main Workforce dashboards and Portals timely in order to generate monthly weekly and daily reports. ● To assist with the preparation of Management dashboards as per assigned tasks. ● To assist CR portals developer in designing and resolving issues in WF portals, and to implement basic changes in WF portals. ● To collect and archive necessary data that they recognize maybe they will need in the future. ● To follow and revert feedback about CR staff system-related requests regarding other departments. ● To ensure all data in the different workforce databases are updated and aligned. ● To support the efficiency of the shift and productivity of the time plans and resource available via the last cross-checking before the release. ● To incorporate management suggestions and ideas to ensure the shift management system will be enhanced timely.