Analyst, WFM Scheduling (Saudi Arabia) Riyadh

Requirements

Candidates must have at least one year of experience in a WFM or RTA role and proficiency with the IEX N.I.C.E WFM tool. A B2 level of English proficiency and the ability to work flexible shifts are required.

Job Summary

Job Title:
Analyst, WFM Scheduling
Job Description
The Scheduler will have responsibility for all administrative and scheduling duties. This includes Schedule maintenance and creation, Intraday planning, reporting, agent maintenance on WFM systems, Annual Leave management and overall WFM tools/reporting maintenance. Work closely with Operations and Training teams to best plan intraday activities and identify possible changes in arrival patterns.
Essential Criteria
Previous Experience in similar role/ or at least done RTA role for 1 year.
Applicants must be from RTA department only, or with proven scheduling experience
Must have been using IEX N.I.C.E WFM tool for real time monitoring and Schedule communications
Must have no warnings or PIP for last 6 months
Must have 100% capability to Work from Home – environment, stable internet connection and commitment
Proficient in resource scheduling/intraday management applications.
Ability to multi-task and meet timelines on deliverables
Proven experience consulting with all levels of management, peers, and teams
Proficient in Microsoft Office or Google Docs.
Detail oriented
Good analytical, numerical and problem solving skills.
Possess effective organizational skills and time management skills with the ability to multi task proficiently.
Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
Strong team building and leadership skills, including strong logical thought processes.
Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
Ability to extract, manipulate and present data from WFM application/manual platform.
Candidates must meet the following minimum requirements:
Saudi citizens or people living in KSA with the necessary work permits can apply; both are eligible to apply.
Previous experience in the WFM field as both RTA and scheduling is necessary.
Previous experience with the IEX workforce management tool is necessary.
B2 English level.
Strong verbal and written communication skills with stakeholders and clients are required.
Preferably to be aware of capacity planning terms and framework.
Advanced knowledge in Microsoft PowerPoint and presentation aspects is required.
Must be flexible with working hours between morning and midday shifts that could extend to pre-midnight coverages if business demands.

Location:
SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, POBox 42589,
Language Requirements:
English (Required)
Time Type:
Full time

Responsibilities

The analyst is responsible for schedule creation, maintenance, and intraday planning to optimize operational efficiency. They will collaborate with operations and training teams to manage agent activities and identify arrival patterns.

We are a job aggregator. All rights belong to the original company or recruiter. We do not claim ownership of any listings.