Workforce Management Real Time Specialist

• Monitor live Contact Center queues, agent activities, and daily staffing levels.
• Ensure real-time adherence to schedules and address issues promptly.
• Manage contact center shrinkage and prepare reports on schedule adherence.
• Provide daily workforce performance reports to management.
• Process schedule change requests and recommend adjustments based on coverage needs.
• Administer user and group roles to enhance contact center performance.
• Maintain attendance records, analyse trends, and document workforce management procedures.
• Support WFM and operations teams with real-time data and intraday adjustments.

• Hold a Bachelor’s degree or an Associate (AA) degree from a recognised institution.
• Have at least 3 years of workforce management experience in a large contact center.
• Experience with Workforce Management platforms, preferably Genesys PureCloud, is desirable.
• Be proficient in Microsoft Office applications including Outlook, Excel, Teams, Word, and PowerPoint.
• Be able to work effectively in a fast-paced environment with changing priorities.
• Have strong attention to detail and analytical skills.
• Possess excellent written and verbal communication skills.
• Be proactive, self-motivated, and able to work independently or as part of a team.

Apply through the employer's official contact. Include your CV and any relevant certificates. The employer has not published a closing date.