Responsible for workforce scheduling, optimization, and system administration to ensure operational excellence across assigned contracts.
Responsibilities
Create, publish, maintain, and adjust employee schedules and shifts based on forecasted demand, contractual requirements, and operational needs.
Manage planned absences, scheduling accommodations, and employee scheduling preferences while maintaining appropriate staffing coverage.
Coordinate meetings, training, coaching, project work, and other off-phone activities to support operational needs and minimize service impacts.
Partner with Operations, Training, Recruiting, and other internal departments to coordinate workforce needs and scheduling impacts.
Administer workforce management systems, including employee onboarding and offboarding, system access, employee records, workstation assignments, and workforce configuration.
Requirements
Associate degree in a related field
Nice to have: Bachelor’s degree in Business, Analytics, Operations Management, Statistics
Nice to have: significant experience related to workforce management
Nice to have: experience using workforce management and contact center systems such as Calabrio, NICE, Genesys, or Avaya
Nice to have: experience utilizing real-time workforce monitoring and adherence tools within a contact center environment
Support the continued growth and expansion of Foundever’s contact centre in Cape Town by monitoring and optimizing workforce schedules and service delivery metrics.
Compensation
Salary: Dependent on experience (basic salary, paid in arrears)
Responsibilities
Collect information for RTM and execute actions to support service metrics
Monitor queue and manage skills
Manage BCP situations and routing issues
Update shrinkage segments in WFM tool
Flag agents out of adherence via chat groups
Requirements
Higher education or university degree, with a technical background in mathematics or statistics
Nice to have: Technical background in mathematics or statistics
Assessing the quality of customer contact center performance by monitoring phone and chat interactions for accuracy, service quality, and policy adherence.
Responsibilities
Reviews and evaluates customer phone and chat interactions daily in accordance with established quality standards
Completes required quality evaluations in accordance with established weekly and monthly goals
Accurately scores and documents evaluations with clear, objective, and supportable findings
Identifies performance trends, recurring errors, knowledge gaps, and areas of non-compliance
Uses quality monitoring systems to document, compile, and track individual and team performance
Requirements
Bachelor’s degree in business, HR, Education, Psychology, Sociology, or related fields
Workforce Management Analyst responsible for forecasting, capacity planning, scheduling, real‑time management, reporting and stakeholder engagement in a contact center/BPO environment.
Responsibilities
Develop short‑term, mid‑term, and long‑term workload forecasts
Perform staffing requirement calculations based on forecasts, AHT, service level targets, shrinkage assumptions, and occupancy goals
CTO Sr AnalystNewPepsiCo · New Cairo, Egypt
WFM Service Delivery AnalystFoundever® · Cape Town, South Africa
WFM Real Time AnalystTeleperformance · Cape Town, South Africa
DWM Performance & Eligibility Monitor (OCCBS)City of Atlanta · Atlanta, US
ANALYST I, WORKFORCE MANAGEMENTQualfon · Manila, Philippines
Workforce Manager, SupportOwner · Remote, US