About this role
Job Title: Sr. Representative, WFM Real Time Management Job Description We are seeking a RTA to manage and monitor real-time activity in the operations team, ensuring that resources are efficiently allocated and service levels are maintained. The role requires quick adaptability, strong problem-solving skills, and the ability to operate in a time-sensitive environment.Job Description
Essential Functions/Core Responsibilities • Distributes accurate and timely agent schedules using WFM tools • Inputs intraday corrections and exceptions into systems for agent time off and absences • Monitors inbound volume for unusual activity to ensure staffing needs are met • Recognize abnormal scheduling issues and escalate as necessary • Initiates and coordinates trouble tickets and escalate issues as required • Prepares standard and ad hoc reports for agent availability effectiveness • Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command canter
Required Skills and Qualifications:
• Bachelor's degree in any related filed.
• a minimum of 1 year of experience within the same field.
• Advanced Excel skills.
• Fluent in Arabic and English (minimum B2 level proficiency).
• Strong verbal and written communication skills to analyze, interpret, and address needs.
• Ability to work in a time-critical environment and quickly adapt to changing business requirements.
• Skill in problem-solving and conceptual thinking.
• Knowledge of scheduling systems (experience with tools such as IEX, Teleopti, etc. is a plus).
• Flexibility to manage dynamic shifts and business needs.
Location: SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, POBox 42589, Language Requirements: English (Required) Time Type: Full time