WFM / MIS Executive

Key Responsibilities:

• Develop and maintain databases to track and analyze key performance indicators (KPIs) for the contact center, including but not limited to call volume, average handle time, first call resolution, and customer satisfaction.
• Create and distribute regular reports and dashboards to provide insights and recommendations to management for improving contact center performance.
• Conduct data analysis and identify trends and patterns to support decision-making and process improvements.
• Collaborate with contact center managers to identify areas for improvement and develop action plans to address them.
• Ensure compliance with COPC standards and continuously monitor and report on performance against these standards.
• Train and support contact center staff on using data and reporting tools effectively to drive performance.

Qualifications:

• Bachelor's degree in Management Information Systems, Computer Science, or a related field.
• Minimum of 3 years of experience in a similar role, preferably in a contact center environment.
• Strong understanding of COPC standards and experience in implementing and maintaining them.
• Excellent analytical and problem-solving skills, with the ability to identify and interpret trends and patterns.
• Proficient in data analysis tools and techniques, such as SQL, Excel, and Tableau.
• Ability to work independently and in a team environment, with strong communication and interpersonal skills.
• Excellent in English, both written and verbal.
• Saudi nationals are preferred.