Workforce Planning & Real-Time Specialist at BTECH

, , Egypt -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Forecasting, Scheduling, Real-Time Monitoring, Data Analysis, Collaboration, Communication, Attention to Detail, Operational Efficiency

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Job Summary The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets. Key Responsibilities Forecasting & Planning Analyze historical data and trends to create accurate short- and long-term forecasts for call volumes, staffing needs, and workload. Collaborate with operations and HR to plan headcount requirements based on business needs and seasonal fluctuations. Scheduling & Optimization Develop and maintain agent schedules to ensure adequate coverage across shifts and channels. Optimize shift patterns and breaks to balance service levels, productivity, and employee satisfaction. Coordinate time-off requests, shift swaps, and schedule changes in alignment with business rules. Real-Time Monitoring Monitor intraday performance and staffing levels to identify gaps or overages. Adjust schedules and reallocate resources in real time to maintain service level agreements (SLAs). Communicate with team leaders and supervisors to resolve attendance or adherence issues. Reporting & Analysis Generate daily, weekly, and monthly reports on staffing, adherence, occupancy, and performance metrics. Provide actionable insights to improve forecasting accuracy and operational efficiency. Support post-mortem analysis of staffing-related issues and recommend improvements. Collaboration & Support Work closely with HR, Training, and Operations to support hiring, onboarding, and ramp-up planning. Participate in WFM system updates, testing, and process improvements. Train new team members on WFM tools and procedures as needed. Bachelor's degree in any field 1+ years of experience in WFM within a call center Analytical thinker with attention to detail Excellent communication and coordination skills Bonus for top achievers up to 3k Referral program up to 2k Social and Medical insurance annual bonus Why Work With Us? Join a fast-growing, tech-driven company Work in a flexible and innovative environment Opportunities for growth in workforce operations Requirements:

Responsibilities

The WFM Specialist is responsible for forecasting, scheduling, and real-time monitoring of workforce resources to ensure optimal staffing levels and service delivery. This role supports operational efficiency by analyzing trends, managing schedules, and collaborating with cross-functional teams to meet performance targets.