Sr. Analyst WFM Planning

Job Title:

Sr. Analyst WFM Planning

Job Description

• Analyse information to develop Short- and Long-Term Forecasts for multiple clients.

• Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.

• Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.

• Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.

• Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.

• Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.

• Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.

• Implementation & transition of new projects. Should possess skills in developing & coaching team members.

• Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.

• Implements productivity and revenue increase by driving efficiency and other related initiatives. 

Essential Criteria

• client facing experience

• be able to work US hours

• Samco site (5th settlement city)

• Must have been in scheduling role for at least 10 Months.

• English B2

• knowledge with IEX scheduling

• Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.

• Ability to plan well and set priorities based on need

• Background of Call center experience

• Good decision-making skills

• Excellent written and oral communication skills required to interact with all levels of management & client representatives.

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

• Maintain confidentiality.

Desirable Criteria for the External Applicants Only (outside Concentrix)

In addition to the above, needs to have:

• WFM background (Scheduling and RTA) and knowledge with MS Excel

• Experience with other WFM tools such as Teleopti, Genesys, etc.

Location:

EGY Cairo - Samco Building, Chill out Midor complex, 90 North street

Language Requirements:

English

Time Type:

Full time2026-01-06

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