Sr. Representative, WFM Real Time Management

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.