Senior Workforce management Coordinator
- القاهرة
- دائم
- دوام كامل
- Analyze historical data to generate accurate short term volume forecasts.
- Identify trends and patterns and recommend adjustments to improve forecast accuracy.
- Work with operations and clients to adjust forecasts based on business changes.
- Manage agents' schedules to meet forecasted demands.
- Monitor adherence and adjust staffing plans in real-time as needed.
- Recommend shift patterns and workforce models for improved efficiency.
- Monitor real-time performance metrics, staffing levels, and service levels.
- Respond proactively to variances in forecast and staffing.
- Escalate critical issues and implement recovery plans.
- Create daily, weekly, and monthly performance and utilization reports.
- Analyze KPI trends and develop actionable insights.
- Provide data-driven recommendations to improve efficiency.
- Serve as a subject matter expert (SME) for WFM tools and processes.
- Support junior WFM staff.
- Liaise with cross-functional teams, including Operations, HR, and Training.
- Bachelor's degree in a relevant field (e.g., math, statistics, business)
- 3+ years of experience in WFM
- Proficiency in the WFM system and Microsoft Excel
- Familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.
- Experience with workforce planning in a multi-site or multi-channel environment.
- Understanding of labor laws and scheduling compliance.
- Experience in capacity planning.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
- Excellent knowledge of contact center processes and metrics
- Excellent analytical and problem-solving skills
- Excellent communication and collaboration skills to work effectively with cross-functional teams