CallCenterNinjaJob 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.