Job Description

1. JOB PURPOSE The job holder is responsible of visualizing, articulating and solving complex and complicated business problems and identifying opportunities for innovation in various departments of the organization. He/She identifies what works best for customers. 2. RESPONSIBILITIES AND DUTIES

• Devises detailed resource optimization plans in a multi-site, multiple networks, multiple lines of business and heavily decentralized environment while implementing the same on capacity models/tools.
• Analyzes trends, volumes, patterns, staff productivity, attrition rates, and resource allocation.
• Provides assistance to lower level traffic and scheduling staff, monitoring of work and ensures efficient distribution based on staff availability.
• Ensures department needs are met by coordinating and adjusting the volumes in a timely manner.
• Utilizes volume reports and coordinates and completes capacity planning.
• Conducts pattern forecasting and schedule planning to help meet business unit objectives.
• Maintains frequent contact with other departments when outages occur and calls must be redirected.
• Requires knowledge of staffing availability and volume projections.
• Understands and analyzes short and long term staffing plans incorporating multiple work types with competing operational goals.
• Effectively distributes resources to meet all goals simultaneously.
• Ensures the accuracy and timeliness of data by working time-off, schedules changes and other WFM requests.
• Works collaboratively with stakeholders, departments /functions and teams to create and deliver resource capacity forecasts.
• Contributes to or develops complete, realistic and achievable plans to drive project to successful implementation of new predictive models.
• Consolidates staffing requirements for multiple units and projects in the organization into a global staffing model.
• Analyzes performance data and identifies ways of improvement.
• Proactively identifies and initiates change to address performance and process issues.
• Understands healthcare claims inventory management, forecasting and associated staffing by multiple skills/work types.
• Communicates recommendations and guidance in a client based relationship to senior operational leaders.

3. KNOWLEDGE, SKILLS AND EXPERIENCE

• Qualification in Business Administration, Finance or equivalent required.
• 5-7 years operational planning experience including scheduling and forecasting.
• Knowledge & experience with administering any WFM software, Avaya, CUIC or Cisco Phone System.
• Polished presentation skills.
• Expert in Microsoft Office, MS Access and Excel.
• Strategic staffing and capacity management experience for a global corporation.
• Experience partnering closely with Finance and Operations teams.
• Ability to organize workflow of other analysts; interact with partners; develop reporting.
• Proficiency in all aspects of daily workforce management duties.
• Strong ability to multi-task in a fast pace operational environment.
• Good verbal and written communications skills and the ability to work effectively in a virtual team environment.
• Ability to communicate with multiple levels of management.

Job Types: Full-time, Permanent Pay: AED7,000.00 - AED8,000.00 per month Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Operational Planning: 5 years (Preferred)
• WFM software, Avaya, CUIC or Cisco Phone System.: 2 years (Preferred)