Job Description
• Manage end-to-end WFM & MIS functions, including forecasting, capacity planning, scheduling, RTA, and reporting.
• Support operations and team members by addressing staffing, performance, and process requirements.
• Monitor operational capacity and WFM KPIs to ensure targets are met or exceeded.
• Provide coaching, training, and effective communication across the team, operations, and clients.
• Maintain and continuously improve WFM processes, documentation, and reporting.
• Minimum 3 years of WFM experience with strong knowledge of call center and WFM metrics.
• Proficient in MS Office, reporting, data analysis, and problem-solving.
• Excellent written and verbal communication skills.
• Strong time management, organization, multitasking, and adaptability.
• Able to manage multiple projects, work independently, and meet tight deadlines.
• Demonstrates initiative, positive attitude, strong work ethic, and leadership capability.
Benefits and Company Perks:
• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves