Abdulaziz AlQarni

- Leverage data to model the impact of schedule changes, policy updates, and other workforce initiatives

- Continuously evaluate workforce management processes and identify areas for streamlining and automation.

- Collect, analyze, and interpret workforce data to identify trends, measure performance, and uncover optimization opportunities

- Implement new workforce management technologies, systems, and best practices to enhance efficiency

- Lead change management initiatives to drive adoption of new workforce management processes and tools

- Partner with operations, HR, finance, and other key stakeholders to align workforce strategies with business objectives

- Communicate workforce performance, issues, and recommended actions to leadership.

• Develop and implement workforce management strategies to optimize staffing levels, improve productivity, and minimize costs.
• Monitor and analyze key performance indicators (KPIs) to identify trends and opportunities for improvement in workforce operations.
• Forecast and plan workforce needs based on historical data, seasonality, and future business projections.
• Develop and maintain staffing schedules that meet business requirements and comply with labor laws and regulations.
• Monitor and manage employee productivity, attendance, and adherence to schedules.
• Collaborate with cross-functional teams to identify and resolve workforce-related issues and ensure alignment with business objectives.
• Manage and develop a team of workforce management analysts and coordinators.
• Develop and maintain standard operating procedures (SOPs) for workforce management processes and systems.
• Implement and maintain workforce management software and tools to support forecasting, scheduling, and real-time monitoring.
• Stay up-to-date with industry trends and best practices in workforce management and make recommendations for process improvements and system enhancements.

• Scheduling more than 1,400 agents by fixed& rotational way.
• Forecasting calls for multiple skill groups with a call center that receives more than 1 million calls monthly & Digital channels receives more than 700,000 conversations monthly.
• Generating daily, weekly, monthly reports for contact center.
• Monitoring and updating headcount numbers to keep up for hiring gaps and calculating the required FTE's.
• Optimizing the productivity of agents to ensure that all resources are in the right place at the right time.

• Answer incoming calls from customers and provide information about products, services, and policies.
• Resolve customer complaints and issues in a timely and professional manner.
• Identify and escalate complex or unresolved customer issues to a supervisor or higher-level support staff.
• Meet or exceed performance metrics, such as call handle time, first call resolution, and customer satisfaction ratings.
• Use customer service software and tools to manage customer interactions and track customer issues.
• Keep up-to-date with product and service knowledge, as well as company policies and procedures.