• Generating reports regarding the SLA and number of labor duty (Daily , Weekly , Monthly and MTD) • Generating General Worker scheduling Upon SLA targets and forecasting Reports according to roster of SGS ( Saudi Ground Services ) • Prepare Leaves and absenteeism reports • Create Duty pattern according to the business need • Ensure the balance leave for all COPS • Update all leaves sent from employees according to the planned slots • Act as a focal and Communication point between COPS supervisors and HR Dept. • Insure that all leave recorded are accurate and updated. • Ability to solve the SLA and abandoned calls problem and achieve SLA target successfully • Provide the management with daily reports according (SLA , Agent Punctuality , Adherence , conformance and NRD) daily when needed • Insure proper adherence and implementation for HR related rules. • Send periodic leave reports to the HR in their due dates. • Ability to work with the work force application such as (ERP Microsoft Dynamics) and MS office application such as Excel and Word.