Workforce Analyst

6 days ago

Qesm El Nozha Cairo, Egypt Innovative Work Solutions Full time 120,000 - 240,000 per year

About Us:

Innovative Work Solutions is a leading provider of professional outsourcing services, specializing in delivering seamless customer experiences across diverse industries. With a commitment to innovation and a client-centric approach, we empower businesses with smart, flexible, and dedicated solutions. Our cutting-edge technology and visionary team make us the go-to partner for companies seeking exceptional call center operations.

At Innovative Work Solutions, we redefine
flexibility, professionalism, and excellence
in every connection—driving success for our clients worldwide.

Role Overview:

We are seeking a
Real-Time Management (RTM) Analyst
to join our Workforce Management (WFM) team. The ideal candidate will be responsible for ensuring operational efficiency by monitoring call center queues, analyzing performance metrics, and maintaining accurate schedules to meet service level agreements (SLAs).

Key Responsibilities:

  • Monitor queue accuracy to achieve the required SLA percentage.
  • Send detailed contact center reports in a timely manner.
  • Prepare and update the
    deduction sheet
    ,
    absenteeism
    , and
    shrinkage reports
    .
  • Track and report on
    outlier agents
    to ensure adherence to performance standards.
  • Compare WFM schedules with intraday performance to provide forecasts and recommendations when necessary.
  • Prepare
    utilization and occupancy reports
    , providing insights for improvement.
  • Update the
    actual schedule
    on a daily basis to reflect real-time operations.

Qualifications:

  • Proven experience
    as an
    RTM Analyst
    or in a similar WFM role.
  • 1–3 years
    of experience in Workforce Management (WFM).
  • 1–2 years
    of experience in
    offshore or international call center operations
    .
  • Excellent command of English
    (spoken and written).
  • Strong
    analytical, communication, and organizational
    skills.
  • Previous experience in a call center is a MUST.

Work Conditions & Benefits:

  • Rotational shifts
    (Morning – Night – Overnight)
  • Fixed days off:
    Saturday & Sunday
  • 9 working hours per day
  • Work Location:
    Ard El Golf, Heliopolis // El Nozha, Masr El Gdeeda
  • Attractive salary package + KPIs
  • Opportunities for
    career growth and development
    within a fast-growing organization

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