Sr. Representative, WFM Real Time Management

Job description

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