WFM Reports Specialized Manager

Since 2004, 2P – Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment. Job Purpose We are looking for an experienced Workforce Reports Specialized Manager to lead workforce planning, forecasting, scheduling, reporting, and performance analytics across our Contact Center operations. The role focuses on optimizing resource allocation, supporting the achievement of Service Level Agreements (SLAs), providing accurate and timely operational reporting, and leveraging business intelligence insights to improve operational performance and enhance the overall customer experience for 2P’s clients. Key Responsibilities Workforce Planning & Forecasting • Develop accurate forecasts for call volumes, workloads, and staffing requirements based on historical data, trends, and business needs. • Build and maintain staffing models to optimize resource allocation across shifts, teams, and projects. • Analyze demand patterns and recommend workforce strategies to improve operational efficiency. • Support capacity planning and ensure staffing levels align with service delivery targets. Staff Scheduling • Prepare, maintain, and optimize staff schedules to ensure adequate coverage across all shifts. • Allocate resources effectively to achieve SLAs, productivity targets, and operational requirements. • Monitor schedule adherence by shift, team, and individual. • Coordinate with Operations teams to address real-time staffing and coverage requirements. Performance Management • Analyze key Contact Center KPIs, including Service Level, Average Handling Time (AHT), Schedule Adherence, Occupancy, and Productivity. • Identify performance trends, variances, and gaps and recommend corrective and preventive actions. • Continuously improve forecasting and scheduling processes to enhance operational KPIs. • Provide actionable insights to Operations leadership to improve efficiency and service quality. Reporting • Lead the development, preparation, and delivery of daily, weekly, monthly, and ad-hoc workforce and operational reports. • Prepare agent, queue, workforce, productivity, SLA, and operational performance reports. • Develop and maintain BI dashboards and reports providing clear visibility into Contact Center performance. • Analyze workforce and operational data to identify trends, risks, patterns, and improvement opportunities. • Translate complex data into actionable business insights and recommendations. • Ensure the accuracy, quality, consistency, and timely delivery of all workforce and performance reports. • Establish reporting standards and automate recurring reports where possible to improve efficiency and data accuracy. • Provide management with regular performance updates, insights, and recommendations to support data-driven decision-making. • Consolidate data from multiple sources and ensure alignment between operational, workforce, and business intelligence reporting. Special Projects • Support special projects, including new bids, proposals, and workforce-related initiatives. • Provide workforce planning, analysis, reporting, and data inputs for new business opportunities and operational projects. • Support the development of business cases, operational models, and performance analyses. • Ensure assigned projects and deliverables are completed within agreed timelines. Qualifications & Experience • Bachelor’s degree in Business Administration, Human Resources, Information Systems, Data Analytics, or a related field. • Minimum 5 years of relevant experience in Workforce Management, Service Delivery Management, Contact Center Operations, Business Intelligence, Reporting, or a related field. • Proven experience in forecasting, scheduling, staffing analysis, capacity planning, performance reporting, and business intelligence within Contact Center environments. • Strong understanding of Contact Center KPIs and workforce optimization practices. • Experience developing dashboards, reports, and operational insights. • Knowledge of BI tools and Workforce Management (WFM) systems is preferred. • Strong ability to translate data into practical business recommendations. Key Competencies • Analytical thinking and data-driven decision-making. • Strong reporting and business intelligence capabilities. • Leadership and team coordination. • Strong communication and presentation skills. • Problem-solving and decision-making. • Attention to detail and data accuracy. • Planning and organizational skills. • Customer-centric mindset. Show more Show less

Lead workforce planning, forecasting, scheduling, reporting, and performance analytics across Contact Center operations. Develop accurate forecasts for call volumes, workloads, and staffing; build and maintain staffing models; analyze demand patterns and recommend workforce strategies; support capacity planning to meet service delivery targets. Prepare, maintain, and optimize staff schedules; monitor adherence; coordinate with Operations for real-time coverage. Analyze KPIs (Service Level, AHT, Schedule Adherence, Occupancy, Productivity); identify trends and gaps; improve forecasting and scheduling processes. Lead development and delivery of daily, weekly, monthly, and ad-hoc workforce and operational reports; prepare various performance reports; develop BI dashboards; translate data into actionable insights; ensure data quality and timely delivery; establish reporting standards and automate recurring reports. Support special projects, bids, and workforce-related initiatives; provide inputs for business cases, models, and performance analyses.