Workforce Development Specialist Full-time Job

Proactively perform simulation and models to predict the results on the key objectives and provide intelligent insights to Operations Leaders via omni channel

Maximize WFM Tool usage to reduce manual work and increase efficiency and accuracy across cross functions

Partner and collaborate with stakeholders to manage expectations and deliverables effectively and enhance internal customer experience

Facilitate queries and concerns from business units with respect to WFM in omni channel environment

Consistently meet Forecasting, Scheduling & Capacity Planning targets and timelines

Planning for Special events/Adhoc simulations/Overtime management

Ensure all BAU requirements are met accurately and within TAT

Represent Team in all Operational interaction

Demonstrate the willingness to acquire necessary skills to enhance the performance

Demonstrate role model behavior by providing outstanding support to the team as and when required

To collaborate with various team to ensure required feedback looping continues to improve omni channel deployment

Support the team members by acting as back up on need basis (IRTM/ planning)

Person Specifications

Graduate in Math, Science, Computer Science, Engineering, Business, Finance etc

Basic Certification in Lean, Business Analytics

Basic Certification from COPC/ SWPP/GWFM related to Workforce Management

Exposure to Banking domain

Proficient in MS Office tools (Outlook, Excel, PowerPoint, etc)

Good knowledge of CMS Supervisor or Dialer and any WFM tools (IEX, Verint Impact 360 (Bluepumpkin), Genesys WFM, Aspect eWFM)

Experience in WFM on omni channel platform

Effective collaboration with the team and stakeholder

Excellent Communication and articulation skills

Stakeholder Management within operational units and clients

Leadership and Time Management skills

Advanced Analytical and Problem solving skills

Time Management skills

Critical thinking and Problem solving skills

Accountability and Professional behavior

Tanfeeth is an Emirates NBD Group company.
In Arabic, Tanfeeth means 'getting the job done' and thats exactly what we intend to do. As the GCCs first Business Services Partner and a fully-owned subsidiary of Emirates NBD, Tanfeeth is committed to delivering service excellence across the region by providing our clients with customer-focused solutions which stretch across the entire business value chain.
Tanfeeth provides fully-customized cross industry solutions and functions as an operational platform with international customer service standards.
Tanfeeth handles the back-office operations teams for Emirates NBD Group, which includes:
· Emirates NBD Contact Center Operations
· Emirates Islamic Contact Center Operations
· Collections
· Compliance Operations
· Finance and Accounting
· International Payments
· Retail Credit Operations
· Wholesale Banking Operations
· Central Operations and Service
· Human Resource Services
· Logical Security
· Procurement Operations