Workforce Analyst

About Us

Founded in 2020, Tamara empowers over 10 million people daily. We're pioneers, revolutionizing how people shop, pay and bank across the MENA region. We partner with thousands of merchants, from leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, and H&M to small and medium businesses. Our rapid growth has resulted in success as we mark our Unicorn status. It's exciting, and this is just the beginning. It's more than a place to work; together, we are a customer-focused community, changing people's lives whilst achieving business results.

Your role

We're seeking a Workforce Analyst for our Customer Experience team. As a Workforce Analyst, you will be crucial in building shift schedules, monitoring shift adherence, and handling real-time staffing to ensure SLA goals are met..

Drawing on your proficiency in Tracking Forecast accuracy, scheduling efficiency, and generating solutions for better results. you will be responsible for regularly monitoring trends and flags any changes that may impact resource allocation to create unique experiences only Tamara can provide.

With a proven track record of delivering logical, practical & policy driven shift and break schedules, communicating and coordinating with the customer experience team, and ultimately revolutionizing the way millions of users shop, pay, and bank.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges.

You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.

Your responsibilities

• 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.

Your expertise

• 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.

All qualified individuals are encouraged to apply.