ROLE PURPOSE :

•Maintain agent level information within scheduling software database. Manage agent preference, time off requests, and shift bid processes
•Function as a consultant to client/operations on staffing requirements, setting thresholds (overhead, time off, overtime, absences, etc.)
•Prepare schedules for production areas within the organization accurately, and within deadlines
•Identify status changes and reflect in relevant databases
•Provide scheduling analysis to Operations. Prepare statistical reports and perform daily, weekly and monthly trend analysis and project reports.
•Provide program specific status information to operations and the Work Force team.

Key Accountabilities and Decision Ownership:

Support the department objectives and KPIs Daily:

• Scheduling the Inbound, Outbound Queues and off board tasks
• Define the daily work pattern consistent or variable start times including breaks times and lunch times
• Keep the generation reports to be able to track and change the schedule defects and ensure the quality of scheduling 
• Strong communication with the management team for putting in consideration seasonality, promotion, public holiday, planned outages etc, either from our side or from the client side 
• Special schedule scenarios to enhance patterns for all events & special Occasions like Ramadan & Bank Holidays
• Follow up the new classes’ attrition to avoid deficient in VIOS headcount which may directly impact customer satisfaction, service level and capacity score
• Special Occasions like Ramadan analysis that trigger changes in schedule settings, pattern changes, staff calculations, call behaviour, seating, Iftar and Sohour, etc.
• Time change preparation for keeping backups and contingency plans with the required schedule amendments to suit changes
• Manage Training aligning with HR & Operations to balance between client’s requirements, staff availability and on the same hand the SL requirements 
• Fulfil the requirements of the different events like Team Building, Chat with management, scheduling interviews, meetings, training courses, tournaments, etc either from our side or from the client side., without impacting the Capacity Score , SL and customer experience
• Design business rules that reflect the operational requirements for staff, which comply with local labour and HR rules, and in the meantime reflect the best resources utilization    

2-Customers/Suppliers/ Third Parties :  

• Help with taking decisions of hiring plans parallel with the needed staff from Vodafone, sub-contracted, or outsourced employees 
• Interpret figures to reports for management, HR, and vendors to get benefit of historical experience, current situations, and coming plans

3- Innovation and Change :
    
• Create and identify, evaluate, and implement new options/ideas for improving the external and internal customer experience 
• Work with other teams to resolve unexpected problems, create new solution outside established procedures with association of Vodafone processes
• Provide innovative and extensive contribution to the specification and achievements of department and company business objectives
• Have advanced technical skills to work on WFM applications to support scheduling and forecasting. On the other hand, to develop the consulting views to advance the internal customer requirements

Core Competencies, Knowledge and Experience:

• Effective communication & negotiation skills.
• Conflict resolution
• Teamwork
• The ability to teach others
• Dependability & loyalty
• Ability to work independently with minimal supervision
• Working knowledge of Excel
• High level of numeracy
• Capability of problem solving
• Communication skills including written and presentational
• Has attention to detail and can assimilate data
• Can “think on feet”

Must have Technical / Professional Qualifications:

• Good knowledge of English and Account language is must
• Workforce Management Scheduling/Intraday knowledge will be added advantage
• Very Good command of MS applications (Excel, PowerPoint, etc.)
• Knowledge in tools:
• CCS tool
• Citrix Tool
• Share Points
• Genesis
• Verint
• Nuance
• Call center experience will be added advantage
• University degree

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.