Workforce Management Real Time Specialist

19 hours ago

Tatu City, Kenya Tatu City Full time 40,000 - 80,000 per year

We are looking for a Workforce Management Real-Time Specialist to join our team in Tatu City and support our Call Center operations. In this role, you will be responsible for monitoring real-time performance, ensuring schedule adherence, and optimizing staffing levels to maintain service standards across all channels. This role requires strong analytical skills, attention to detail, and the ability to respond quickly in a fast-paced environment.

Responsibilities

  • Live-monitor Contact Center queues, agent activities, and daily staffing coverage.
  • Monitor real-time adherence to schedules and proactively address any areas of concern as they arise.
  • Manage contact center shrinkage and prepare reports on schedule adherence.
  • Provide management with daily reports on workforce performance.
  • Process schedule change requests and make informed recommendations based on current coverage needs.
  • Administer user and group roles to support optimal contact center performance.
  • Maintain ongoing records of attendance incidents and analyze trends.
  • Document workforce management procedures, implementation plans, rules, and related programs.
  • Support the WFM and operations teams with real-time insights and intraday adjustments.
  • Perform additional duties as required.

Requirements

  • Bachelor's degree or Associate (AA) degree from an accredited institution.
  • Minimum of 3+ years of workforce management experience in a large contact center environment.
  • Prior experience with Workforce Management platforms, especially Genesys PureCloud, is preferred.
  • Proficiency in Microsoft Office Suite (Outlook, Excel, Teams, Word, PowerPoint).
  • Ability to work in a fast-paced, dynamic environment with shifting priorities.
  • Excellent attention to detail, strong analytical skills, and the ability to manage multiple tasks effectively.
  • Strong written and verbal communication skills.
  • Proactive and self-motivated, with the ability to work both independently and collaboratively.

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