Overview
WFM Assistant Manager Jobs in Qesm El Maadi, Cairo, Egypt at Atain
Title: WFM Assistant Manager
Company: Atain
Location: Qesm El Maadi, Cairo, Egypt
About the Company
Key Responsibilities
- Forecasting & Scheduling: Analyze historical data and seasonal demand to create accurate staffing forecasts and optimize agent schedules.
- Real-Time Intraday Management: Monitor performance metrics across phone, chat, and email to make on-the-fly adjustments (e.g., reallocating staff, managing overtime, adjusting breaks).
- KPI Tracking: Measure and report on critical metrics such as Service Level, Occupancy, Shrinkage, and Forecast Accuracy.
- Team Leadership: Supervise, train, and coach Real-Time Analysts and Forecasters while acting as the main escalation point for operational hurdles.
- Cross-Functional Collaboration: Partner with operations, HR, and talent teams to ensure staffing plans align with business objectives and labor regulations.
About the Role
A short paragraph summarizing the key role responsibilities.
Responsibilities
- Analyze historical data and seasonal demand to create accurate staffing forecasts and optimize agent schedules.
- Monitor performance metrics across phone, chat, and email to make on-the-fly adjustments (e.g., reallocating staff, managing overtime, adjusting breaks).
- Measure and report on critical metrics such as Service Level, Occupancy, Shrinkage, and Forecast Accuracy.
- Supervise, train, and coach Real-Time Analysts and Forecasters while acting as the main escalation point for operational hurdles.
- Partner with operations, HR, and talent teams to ensure staffing plans align with business objectives and labor regulations.
Qualifications
- Experience: Typically 3–5 years in a WFM or contact center environment, with at least 2 years in a leadership or supervisory role.
- Technical Proficiency: Deep expertise in WFM software (e.g., NICE, Verint, Genesys, Aspect) and advanced Microsoft Excel skills.
- Analytical Skills: Strong ability to translate complex data into actionable real-time strategies and business improvements.
- Soft Skills: Excellent conflict resolution, stakeholder management, and ability to thrive in high-pressure environments.