Al Futtaim Jobs - Workforce and Quality Manager | Customer Engagement Center | Dubai (Dubai, AE)

Job Requisition ID: 52161 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

Work Force and Quality Manager

 

Job Purpose:

• To drive the strategy of optimization and return on investment at CEC through the optimization of operational KPIs, efficiency, occupancy and answer rate, across all Automotive brands (Toyota, Lexus, Honda, TE, Automall, Hertz, IE). 
• The CEC operates 24/7 across an ever-growing footprint in terms of channels and activities. 
• The WFM and Quality Manager’s role is ensure that the changing landscape is quickly and efficiently grasped, and that fast identification of changes are made so that  we can ensure that the WFM team are able to maintain efficient and effective staffing at every point of the day. 
• Through proper workforce management analytics and solutions, the WFM and Quality manager drives people and channel optimization across 120 staff members, across over 400 queues and 6 channels including digital and social media channels. 
• The WFM team is instrumental in powering the CEC through effective management of the agent skills matrix, and drives performance enhancement through quality analytics on historical data and overlays future forecasting of campaigns, call drivers and calendarization. 
• This role heads up both the quality and WFM functions and utilizes the information from both to ensure that the CEC operations always remains efficient and optimized .

 

Key Responsibilities:

 

Workforce Management

• Deliver long term strategy and design of capacity plans and provide accurate workload predictions to drive staffing and skilling matrix
• Ensure maximum efficiency of all WFM schedules and programs to ensure that every channel/language/skill combination is appropriately staffed.
• Ensure WFM team has access to the correct skilling of agents and that the strategy for agent skilling enhancement is handled with quality and training teams.

 

Productivity and Operations

 

• Develop the efficiency strategy on all channels to maximize available resource and ensure appropriate coverage.  
• Collaborate and work with key internal and external business stakeholders to create forecasts and resource proposals based on historical information, trends and customer changes and market demands
• Increase operational productivity through constant revision and enhancement of WFM tools so that the WFM team can automate and optimize resource planning and scheduling
• Reduce cost by providing a complete view of workforce utilization and CRM interactions and adjust staffing level as required by the business.
• Enhanced analytics of actual operational performance against budgeted and identify best practices and challenges.

 

Reporting, Gap Analysis, and Forecasting

 

• Use historical data to build accurate forecasting models across operational teams
• Align on operational reporting requirements and automate the same

 

 

Customer Experience, Engagement and Quality

 

• Ensure that customer engagement channels are fully and appropriately staffed with the right skill sets.
• Develop and drive the quality strategy (both agent and channel level.  Ensure the strategy is implemented and enhanced as new requirements come into play

 

 

Qualification, Experience and Skills:

 

Qualifications:

• Bachelor’s Degree in Computer Science, Statistics, or a related field. Equivalent work experience may be substituted for educational requirements
• Previous experience in leading a Resource Planning function
• Experience of forecasting, scheduling, and intra-day management
• Experience of using workforce management tool

Job-Specific Skills:

• Advanced understanding of WFM tools and processes
• Advanced proficiency in Excel, forecasting, and strong analytical skills
• MS Office skills

 

Behavioural Competencies :

• Solutions, results, quality, and detail-oriented with the ability to gather, interpret, and analyse data and information
• Strong organizational, planning and time management skills with the ability to prioritise tasks. Self-learner and fast-learner

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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