Workforce Planning

6 days ago

Qesm El Maadi Cairo, Egypt e& CX Solutions Egypt Full time 40,000 - 60,000 per year

Key Responsibilities:


• Develop and maintain short- and long-term forecasts based on historical data, trends, and business inputs.


• Create and manage agent schedules to meet service level and productivity targets.


• Conduct real-time monitoring of call volumes, agent adherence, and queue performance.


• Adjust staffing and intraday plans to address deviations or unexpected changes in volume.


• Coordinate with Operations and Support Teams to communicate updates and recommend actions.


• Generate and analyze daily, weekly, and monthly WFM reports for management.


• Support process improvement initiatives to enhance forecasting accuracy and resource utilization.


• Ensure compliance with SLAs, company policies, and best practices.

⸻

Qualifications:


• Bachelor's degree in Business, Statistics, or a related field.


• 1+ years of experience in Workforce Management or Real-Time Analysis in a call center environment.


• Proficiency with WFM tools (e.g., IEX, Genesys, Avaya, NICE, or similar).


• Strong analytical, problem-solving, and Excel skills.


• Excellent communication and time management abilities.


• Ability to work under pressure and manage multiple priorities.

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