Care Command Center Lead
Careem
Lahore, Pakistan
2d ago

At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.

Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy.

Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities. The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.

Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.

Job Overview

The role would entail working on one or all functions of WFM and based on business needs role would include both working as an individual contributor and leading teams based on requirements

Command Center / RTM :

  • Ensure RTM’s are Monitor Q’s and updating genesys with exceptions and if right actions are being taken to meet operational SLA’s
  • Monitor Routing on Genesys as per set guidelines agents and ensure staffing is optimized across channels and markets
  • Manage remote Centers including in-house and outsource partners and manage Daily huddles for vendor performance
  • Monitor / report on unplanned leaves and shrinkages and follow escalation matrix
  • Approve any Ad-hoc requests for leaves and exceptions
  • Provide training and guidance to RTM’s on updates to processes and routing & skilling matrix changes
  • Create and run campaigns on Genesys
  • Knowledge on ACD routing & Queuing would be a plus
  • Scheduling & Forecasting :

  • Create schedules on Genesys WFM Utility based on prescribed forecast
  • Redistribute break slots according to the intraday forecast pattern
  • Assign out of shift business (1 : 1s,huddles,quality sessions)
  • Apply rotational pattern to rotate the agents all week in terms of their shifts and days off
  • Maintain volume trend data for trends and seasonality
  • Maintain agents active HC database including cross training details
  • Knowledge on forecasting methodologies is a plus
  • WFM Reporting :

  • Perform business analytics to identify the special trends and causes and provide weekly and monthly reports
  • Reports on agents KPI and Regional HC Database
  • Reports on historical Queue performance and productivity
  • Qualifications / Skills required

  • Holds a Bachelor degree in Business or any relevant field
  • Excellent communication skills both written and spoken English is a must
  • Team player
  • Experience in WFM for 4 to 6+ years
  • Interpersonal skills
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