AbdalaH Hamada

Workforce GeneralistFull Time

• Job Details:A Workforce Specialist is responsible for forecasting, scheduling, real-time monitoring, and optimizing staffing levels to ensure smooth call center operations. The role requires strong analytical skills, attention to detail, and the ability to balance operational efficiency with service level goals.

Workforce SpecialistFull Time

• Job Details:Workforce Scheduling: Utilize historical call data, average handling times, and other relevant factors to forecast loan call volumes. Develop accurate and efficient staffing schedules to ensure adequate coverage during peak loan demand periods. Consider agent skills, availability, and preferences when allocating shifts and breaks. Collaborate with supervisors and managers to align workforce scheduling with business objectives and service level targets. Continuously monitor and adjust schedules to accommodate changes in call volume or staffing requirements. •Real-Time Management: Monitor real-time loan call volume, agent availability, and adherence to schedules. Identify and address any deviations from the planned schedule, such as overstaffing or understaffing. Make real-time adjustments to agent allocations, breaks, or activities to optimize performance and customer service. Collaborate with supervisors and managers to handle unexpected spikes in call volume or staffing shortages. Communicate with agents and supervisors to provide updates on call volume, staffing, and performance metrics. •Performance Tracking and Reporting: Track and analyze key performance metrics related to loan workforce scheduling and real-time management. Generate reports on call volumes, agent productivity, service levels,

TeamleaderFull Time

• Job Details:The Call Center Team Leader is responsible for overseeing a team of customer service agents to ensure high-quality service, efficient performance, and adherence to company policies. The role involves monitoring KPIs, coaching agents, handling escalations, and driving continuous improvement in customer interactions.