Workforce Specialist

Location

New Cairo, Cairo Governorate, Egypt

Salary

Not specified

Company

Akash pawar

Job description

• Role & Company / Project Overview Join a newly launching BPO account as a Workforce Specialist and become a foundational member of the operations team from the start. • Key Responsibilities & Daily Duties - Manage workforce management (WFM) operations for the newly launched BPO account. - Monitor and optimize key WFM metrics and KPIs, including Schedule Adherence, Agent Occupancy, Service Level Agreements (SLA), and Average Handling Time (AHT). - Utilize workforce management systems to balance staffing requirements and intraday scheduling. - Apply strong analytical and problem-solving skills to resolve operational scheduling and capacity challenges. • Required Qualifications, Skills & Experience - 1 to 2 years of proven experience in a Workforce Management (WFM) role within the BPO industry. - Familiarity with WFM tools, software, and workforce planning systems. - Solid understanding of essential contact center and WFM metrics and KPIs (Adherence, Occupancy, SLA, AHT, etc.). - Strong analytical and problem-solving capabilities. • Working Hours, Shifts & Location Details - Work Model: On-site availability is required. - Shifts: Flexibility with assigned operational shifts is required. - Location: New Cairo, Cairo Governorate, Egypt. • Application Instructions Interested candidates are invited to submit their CV via WhatsApp / mobile to the contact number provided.