Location -Amman , ,Jordan (JO)Job ID -6462Key Responsibilities: * Workforce Forecasting and Planning:

• Develop and maintain accurate forecasts of contact volumes, AHT, and staffing requirements across all customer service channels and functions, across several contact centres.
• Analyze historical data and trends to anticipate future staffing needs and optimize resource allocation.
• Recommend and then utilise specialized software tools to manage and determine optimal staffing requirements, staffing counts, and work schedules to meet service level objectives.
• Work with senior management to influence decision making and hit stretching targets for cost reduction through better forecasting and planning whilst ensuring that CX and EX is optimum at all times by providing options and flexibility.
• Work with HR and Management on the short, medium and long term hiring plan.
• Scheduling:

• Create and manage employee schedules that align with forecasted workloads, considering agent skill sets, shift preferences, annuals, and business needs.
• To manage and develop a small team of Forecasting & Planning Analysts, sometimes remotely and sometimes indirect reports.

• Performance Monitoring and Analysis:

• Provide ongoing operational analysis to identify opportunities for improvement in quality and efficiency, as measured by key business indicators (e.g., cost per call, service level, occupancy).
• Analyze call center performance history to determine shrinkage, adherence, and occupancy goals, as well as optimum off-production activities.
• Strategic Planning and Forecasting:

• Collaborate with the management to accurately forecast call volumes, analyze historical call volumes, and prepare for seasonal peaks and rush hours.
• Project staffing requirements to meet service levels by forecasting short and long-term call volume expectations and required staffing.
• Monitor real-time adherence to schedules and adjust as needed to optimize staffing levels and maintain service level goals, with support from the Real-Time Monitoring (RTM) team.
• Additional Responsibilities:

• Balance multiple priorities with little or no direction.
• Collaborate with cross-functional teams to identify opportunities for process improvement and develop tools to streamline WFM activities, making them more accessible to the wider organization.
• Provide training and guidance on WFM/RTM principles, tools, and techniques to enhance team capabilities in forecasting, scheduling, and performance monitoring.

Required Skills:

• Hands-on knowledge of WFM tools in a complex customer service environment and the ability to maintain them.
• Ability to create forecasting and planning models without a WFM tool in the interim period.
• Strong functional analytical skills, including budgeting and costing.
• Solid forecasting ability, including forecasting for chat channels.
• Advanced proficiency in Excel, including complex functions, and data analysis techniques.
• Proficiency in Power BI or similar data visualization tools for creating insightful reports and dashboards.

• 3 years\' + experience in a similar resource and planning role (senior analyst or manager) within a contact center customer service environment, with a strong understanding of related KPIs and operational metrics

Company Overview:Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world\'s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex\'s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

Aramex