About Tamara
Tamara is the leading shopping and payments platform in Saudi Arabia and the GCC region, with a mission to empower people in their daily lives and revolutionize how they shop, pay, and bank.
The company was founded by serial entrepreneur Abdulmajeed Alsukhan along with his partners Turki Bin Zarah and Abdulmohsen Al Babtain. Tamara has over 500 employees and operates out of its headquarters in Riyadh, Saudi Arabia; and has offices in the UAE, Egypt, Germany, and Vietnam.Tamara has more than 9 million users and more than 26,000 merchants including leading global and regional brands such as SHEIN, Jarir, Noon, Ikea, H&M, Farfetch alongside local small and medium businesses.
The Company is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), Checkout.com, Coatue, Shorooq Partners, and Endeavor Catalyst among others.
About The Role
This role would report into the Planning & Analytics Lead. The Workforce Analyst is responsible to build shift schedules and monitor shift adherence, handle real-time staffing to ensure SLA goals are met. One of the key responsibilities of the team is to supervise efficiency and productivity, highlight deviations from the plan, detect optimization opportunities and work on process improvement.
What You'll Do
Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, callbacks) as well as forecasting and scheduling assumptions.
Analyzes volume arrival and other pertinent patterns by capturing data from WFM tools. Staff the appropriate number of agents at the accurate time based on recent/historical call patterns.
Regularly monitors trends and flags any changes that may impact resource allocation.
Recommends solutions to scheduling conflicts and/or special scheduling requests.
Coordinates with CX POCs for activities (i.e. phone, non-phone) that need to be scheduled.
Captures compiles and processes all headcount reports, leave and schedule requests. It provides the program with realistic schedules based on current manpower resources and performance.
Deliver schedules of different LOBs based on their intraday arrival patterns and SLA with projections of Service Level%, Occupancy%, Staffing Over-Under, Scheduling efficiency within the defined & agreed timelines.
Deliver Logical, practical & policy driven shift and break schedules and simulations considering various what-if situations & real-time scenarios.
Share staffing challenges, Overtime requirement and impact analysis with the operations team and work out a plan, especially for public holidays and special events, to minimize the impact on service levels
Work with the network team for shared volume LOBs to ensure Standard Level of Agreement at the network level is intact and required changes are made in time and stakeholders are advised.
Tracking Forecast accuracy, scheduling efficiency of different processes to determine the reasons for the low performing processes & generating solutions for better results.
Generating Seat Utilization, Vacation and shift utilization reports to highlight Plan vs actual shrinkage and utilization at LOB and site level for leadership's review.
What you bring to the team:
2+ Years of Experience with Workforce Management Experience working on Excel/Google sheets.
SQL & Tableau knowledge are strongly preferred.
You will analyze weekly LOB Plan Vs actual performance and make operational decisions that will have a real impact on our support network
Good understanding of the WFM and Forecasting / Scheduling methodologies.
Excellent analytical, problem solving, data management, Google Sheet/ Excel skills.
Strategic mindset and the ability to build processes from scratch.
Ability to derive insights from data and recommend action.
Excellent Stakeholder Management skills.
Native Arabic Speaker, Fluent in English
What we offer you: -
- Flexible working, onsite as well as remote working opportunities
- Competitive salary based on market benchmarks, reviewed, and revised annually
- Happy Thursdays and coffee check-in with cross functional leaders and colleagues
- Mentorship program to develop
- 21 days of paid leave + public holiday
- Rewards and Recognition done annually
- Medical Insurance coverage
