Workforce Management Specialist

Centro -
Maadi, CairoPosted 1 year ago

52Applicants for1 open position

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Preparing and managing staffing and scheduling to ensure that a sufficient number of staff is available to perform all required tasks.
Assessing staffing levels daily, and monitoring attendance and schedule adherence.
Generating regular and ad-hoc reports on a variety of KPIs and CS metrics, analyzing data to identify trends, issues, and opportunities.
Providing periodic reports: real-time and historical reports containing performance data to support operations management.
Communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards.
Appropriately responding to service level variations by working with clients and operations to match staff to demand and/or reallocate call volumes.
Ensures that all reports originating from the department are accurate and reliable.
Keys daily exception requests updates schedules and responds to escalated issues and ad-hoc requests.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Maintaining a top-level view of adherence - challenge any adherence issues with Team Leaders. Ensure ongoing intra-day adherence score Targets.

Minimum experience of at least 1 year.
Intermediate knowledge of RTM Management and related calculations.
Intermediate knowledge of various forecasting/scheduling/productivity software.
Strong organizational skills.
Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail.
Ability to communicate data/forecasts to all levels of employees in an understandable fashion.
Ability to work independently with minimal supervision.
The capability of Problem Solving.
Power BI basic Knowledge
SQL basic knowledge