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Work Force Management Analyst

Maadi, Cairo
Posted 9 days ago
1 open position
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Job Details

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Job Description

The Workforce Management Analyst is responsible for managing all WFM tasks, including: analyzing center and agent historical performance; generating and overseeing schedules and schedule adherence; preparing and distributing intraday operational and client reporting; monitoring WFM key performance indicator (KPI) metrics to ensure all goals are being met; managing dialing campaigns. 

Specific duties include:

  • Administration of WFM system
  • Track, analyze and report performance
  • Manage employee information changes
  • Manage scheduling process
  • Communicate with management and operations team to ensure compliance with client and company dialing standards
  • Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately
  • Address associates as it pertains to occupancy
  • Subject to fill-in for other departments based on business needs
  • Perform other duties and assignments as directed


Job Requirements

  • Ability to effectively communicate with multiple levels of managements
  • Strong analytic skills
  • Self-motivated and dependable – must excel in a minimally managed position
  • 1 year experience in workforce management position or RTM related field
  • Excellent communication in English as for direct client communication

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