- Cairo, Cairo, Egypt +1 more
- Full-time · Senior
- 3+ years
Lead analytics for Workforce Management and Quality Assurance, build dashboards, forecast staffing, and develop Gen AI solutions within Almosafer’s Data Intelligence team.
Locations (2)
- Cairo, Cairo, Egypt
- Saudi Arabia
Responsibilities
- Own WFM and QA analytics independently, from sourcing the data to building dashboards and running regular performance reviews.
- Use data from platforms such as Infobip and Genesys to track agent productivity, handling time, occupancy, schedule adherence and service levels across calls and chats.
- Measure demand forecast accuracy and workforce allocation (forecast vs. actual volumes and staffing), and flag gaps to the WFM team.
- Analyze QA evaluation data to find quality trends, repeated errors, compliance gaps and coaching needs at agent and team level.
- Redesign the current WFM and QA reports so they show near real-time performance, quality trends and compliance results.