Workforce Specialist

Open 41d

Monitor live volumes and reallocate agents as needed.Ensure SLA, AHT, and occupancy targets are achieved.Provide intraday reports and escalate risks to leadership.Support VIP and irregular operations (IROPS) coverage.

Strong analytical skills and quick decision-making
Proficiency in workforce tools (Talkdesk, Salesforce, etc.)
Excellent communication and adaptability in high-volume travel environments

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WNS

2 months ago

Workforce Specialist

Realtime Analyst

Open 30d Africa

Key Responsibilities 1. Real-Time Monitoring & Queue Management Monitor real-time queues across:Inbound/Outbound voiceChat, Email, Back-office workstreams Track performance against key metrics:Service Level (SL)ASA,…

WNSGlobalServices144

2 months ago

WFM Planner

Open 40d AfricaFull-timeSenior

Key Responsibilities 1. Schedule Planning & Design Create weekly and monthly schedules for assigned accounts across:Voice (inbound/outbound) Non-voice (chat, email, back-office) Align schedules with client SLAs, for…

analyticsautomationperformance-managementpowerbisix-sigma +1 skills

WNS

2 months ago

WFM Planner

Open 30d Africa

analyticsautomationperformance-managementpowerbisix-sigma +1 skills

ING Hubs

2 months ago

Workforce Management Specialist

Open 36d APAC

Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning). Forecasting volume and utilizing the forecasted dat…

Ubiquity Global Services, Inc.

3 months ago

WFM Supervisor

Open 30d

We're hiring. The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Super…