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human resources operations manager

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production planning & scheduling assistant analyst

production planning associate analyst Jobs in Cairo

production planning associate analyst

business analytics analyst

workforce management analyst

<div>
 
 Teleperformance is a global digital business services company that delivers advanced, digitally powered services to streamline business operations for top brands. With a global scale and local presence, Teleperformance aims to support communities, clients, and the environment in meaningful and sustainable ways.
 
 
 
 
 
 
 Position Overview
 
 
 
 The WFM Analyst should guarantee the optimization, automation, and innovation of the processes as well as the standardization of them.
 
 
 
 
 
 
 Department
 
 :
 
 
 Project Workforce Management
 
 
 
 Reports to:
 
 
 
 WFM Assistant Manager
 
 
 
 
 
 
 Job summary/overview
 
 :
 
 
 The WFM Analyst L2 should guarantee the optimization, automation and innovation of the processes as well as the standardization of them.
 
 
 
 
 
 Key responsibilities and accountabilities (may perform other duties as requested not specifically addressed in this document):
 
 
 <ul>
 <li>
 Analyze historical data to provide insights and recommendations for improving workforce efficiency.
 </li>
 <li>
 Collaborate with operations, HR, and IT teams to implement WFM tools and strategies. Identify and implement process improvements in workforce planning and resource utilization.
 </li>
 <li>
 Provide training and support to teams on WFM systems and best practices. Stay updated on industry trends, new WFM technologies, and best practices.
 </li>
 <li>
 Driving continuous improvement in workforce planning processes.
 </li>
 <li>
 Be a true team member in Teleperformance &ndash; focused in the success of the company and the well-being of the team; Interaction with other departments in order to improve and or maximize the project(s) results; Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company(producing fresh and imaginative ideas and solutions);
 </li>
 <li>
 Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GISP - Global Information Security Policies, ISS - Information Security Standard; CSR - Corporate Social Responsibility policies, Health &amp; Safety, among others.
 </li>
 <li>
 Communicate any known infractions of these Corporate Policies and procedures to the Teleperformance Management immediately; May perform other duties as requested not specifically addressed in this document).
 </li>
 </ul>
 
 
 
 
 
 Main Job Requirements Education and specific Training
 
 :
 
 
 
 <ul>
 <li>
 Higher Education Degree (preferential).
 </li>
 <li>
 Fluency in English (minimum B2)
 </li>
 <li>
 Work Experience: 2-5 years of Experience in project management and implementation. Proficient in Excel, Word, and Outlook. Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Special Certifications (if appropriate; identify if required to perform the job or just preferred).
 </li>
 </ul>
 
 
</div>

WFM Analyst

<div>
 
 
 Job Title:
 
 
 
 WFM Real Time Analyst
 
 
 
 
 
 
 Department:
 
 
 
 Project Workforce Management
 
 
 
 
 
 
 Reports To:
 
 
 
 WFM Planning Analyst
 
 
 
 
 
 
 Position Overview:
 
 
 
 
 
 
 The Real Time Analyst monitors on a daily basis different levels of Contact Center activities and analyzes performance data in real time. Main purpose of that action is to identify weak points and suggest more efficient management solutions to supervisors and managers.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 
 &bull; Generates and delivers real-time reports to Operations Management Team
 
 
 &bull; Compares call forecasts with actual results to examine variances, proactively identify scheduling gaps and offers solutions to solve them.
 
 
 &bull; Provides performance analysis to ensure accurate, timely reporting to support business decisions.
 
 
 &bull; Proving support to Operations Supervisors by identifying and suggesting more efficient management solutions.
 
 
 &bull; Take decisions on the number of Operations Customer Experts to be in the Front-Office Group and Back-Office Group and move Operations Customer Experts from one group to another to maximize productivity and Service Level performance.
 
 
 &bull; Control the Service Levels.
 
 
 &bull; Break management.
 
 
 &bull; Be a true team member in Teleperformance &ndash; focused on the success of the company and the well-being of the team.
 
 
 &bull; Interaction with other departments to improve and maximize the project(s) results.
 
 
 &bull; Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions)
 
 
 &bull; Ensure all Teleperformance processes, procedures and policies are fulfilled, including but not limited to GDPR - General Data Protection Regulation, GISP - Global Information Security Policies, ISS - Information Security Standard; CSR - Corporate Social Responsibility policies, Health &amp; Safety, among others.
 
 
 &bull; Communicate any known infractions of these Corporate Policies and procedures to Teleperformance Management immediately.
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 Education and specific Training
 
 
 
 
 
 
 &bull; Higher Education Degree (preferential).
 
 
 &bull; Fluency in English (B2) is a Must.
 
 
 
 
 
 
 Work Experience:
 
 
 
 
 
 
 
 &bull; Experience in project management and implementation.
 
 
 &bull; Hands on Experience as a Real Time Analyst from 6 Months to 2 Years.
 
 
 &bull; Proficient in Excel, Word, and Outlook.
 
 
 &bull; Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 
 
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 
 Technical Skills
 
 
 &bull; Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint);
 
 
 &bull; Experience managing in Customer Experience Management operations; Competencies and
 
 
 
 
 
 Specific skills
 
 
 &bull; Achievement oriented.
 
 
 &bull; Analytical ability.
 
 
 &bull; Initiative.
 
 
 &bull; Problem solving.
 
 
 &bull; Team building / Teamwork.
 
</div>

WFM Real Time Analyst

<div>
 
 
 Job Overview
 
 
 
 
 
 
 The role of a WFM Analyst is to support the workforce management function within an organization by
 
 
 analyzing data, forecasting workload, and optimizing resource allocation through to support the
 
 
 achievement of KPI and organizational objectives.
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 
 Data Analysis, Forecasting and Financial Analysis:
 
 <ul>
 <li>
 Tracking and analyzing historical data, trends, and patterns to forecast workload
 </li>
 </ul>
 
 
 
 
 Staffing and Scheduling:
 
 <ul>
 <li>
 Develop employee schedules based on forecasted workloads, service level targets, and
 </li>
 </ul>
 
 productivity requirements.
 
 <ul>
 <li>
 Consider factors such as call volumes, customer demand patterns, staffing constraints, and
 </li>
 </ul>
 
 employee availability to create efficient and effective schedules.
 
 
 
 
 
 Workforce Optimization:
 
 <ul>
 <li>
 Optimize workforce utilization by balancing staffing levels and skill sets to match workload
 </li>
 </ul>
 
 fluctuations
 
 <ul>
 <li>
 Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling
 </li>
 </ul>
 
 costs
 
 
 
 
 
 System Management and Maintenance:
 
 <ul>
 <li>
 Managing and maintaining workforce management systems and software tools.
 </li>
 <li>
 Updating employee records, configuring scheduling parameters, troubleshooting system issues,
 </li>
 </ul>
 
 and collaborating with IT teams for system enhancements.
 
 
 
 
 
 Analytical Support and Projects:
 
 <ul>
 <li>
 Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce
 </li>
 </ul>
 
 management.
 
 <ul>
 <li>
 Conducting research, providing insights, and participating in cross-functional teams to support
 </li>
 </ul>
 
 organizational objectives
 
 
 
 
 
 Communication and Collaboration:
 
 <ul>
 <li>
 Collaborating with various stakeholders to gather information, align objectives, and ensure
 </li>
 </ul>
 
 effective coordination in workforce management efforts.
 
 <ul>
 <li>
 Providing support and guidance to Operations Supervisors and employees regarding scheduling-
 </li>
 </ul>
 
 related matters
 
 
 
 
 
 Training and Knowledge Sharing:
 
 <ul>
 <li>
 Attend recurrent training published by the Client/Company on a regular basis.
 </li>
 <li>
 Sharing knowledge and providing support to enhance understanding and compliance with
 </li>
 </ul>
 
 workforce management policies and procedures
 
 
 
 
 
 Compliance and Policy Adherence:
 
 <ul>
 <li>
 Ensuring adherence to labor laws, regulations, and company policies internal and external
 </li>
 </ul>
 
 Standards.
 
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 
 
 Education and Specific Training
 
 
 
 
 <ul>
 <li>
 College Degree in Business Administration or another relevant field is preferred
 </li>
 <li>
 English B2 or C1
 </li>
 </ul>
 
 
 
 
 
 
 
 Work Experience
 
 
 
 
 <ul>
 <li>
 Previous call center or related experience is desirable
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 Technology
 
 <ul>
 <li>
 Usage of OS MS Windows / MS Office
 </li>
 <li>
 Ability to use the desktop computer system
 </li>
 <li>
 Ability to use Internet applications
 </li>
 <li>
 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Experience managing in Customer Experience Management operations (preference).
 </li>
 </ul>
 
 
 
 
 Soft Skills
 
 <ul>
 <li>
 Excellent written and verbal communication:
 </li>
 <li>
 Ability to communicate correctly and clearly Comprehension
 </li>
 <li>
 Ability to clearly understand a problem statement Good Problem Solving
 </li>
 <li>
 Strong Math skills
 </li>
 <li>
 Strong troubleshooting
 </li>
 <li>
 Leadership ability to approach problems logically
 </li>
 <li>
 Analytical
 </li>
 <li>
 Ability in Self-assessment
 </li>
 <li>
 Real-Time Management Reporting
 </li>
 <li>
 Knowledge of KPI&rsquo;s
 </li>
 </ul>
 
 
</div>

Workforce Management Specialist (Customer Service)

Concentrix

<div>
 Job Title:
 
 
 WFM Sr. Analyst, Planning &amp; Scheduling
 
 
 
 Job Description
 
 
 
 The Resource Planner is responsible for developing/maintaining client Staff plans and Forecasts by analysing trends, modelling AHT, Attrition, Shrink, Forecasting assumptions and interpreting future client needs. They are analytical in nature and have an ability to apply critical thinking. A Resource Planner will build solid relationships with both our internal cross-functional teams and our client partners.
 
 
 
 Job Responsibilities:
 
 
 
 <ul>
 <li>
 Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
 </li>
 <li>
 Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
 </li>
 <li>
 Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
 </li>
 <li>
 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.
 </li>
 <li>
 Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
 </li>
 <li>
 Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
 </li>
 <li>
 Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
 </li>
 <li>
 Implementation &amp; transition of new projects. Should possess skills in developing &amp; coaching team members.
 </li>
 <li>
 Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
 </li>
 <li>
 Implements productivity and revenue increase by driving efficiency and other related initiatives.
 
 
 </li>
 </ul>
 
 Essential Criteria
 
 
 
 <ul>
 <li>
 client facing experience
 </li>
 <li>
 Must be able to work US hours (Night shift starts anywhere between 2 PM and 7 PM CLT)
 </li>
 <li>
 Hybrid model WAH &amp; Samco site (5th settlement city)
 </li>
 <li>
 Must have been in scheduling role for at least 10 Months.
 </li>
 <li>
 English B2
 </li>
 <li>
 knowledge with IEX scheduling
 </li>
 <li>
 Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
 </li>
 <li>
 Ability to plan well and set priorities based on need
 </li>
 <li>
 Background of Call center experience
 </li>
 <li>
 Good decision-making skills
 </li>
 <li>
 Excellent written and oral communication skills required to interact with all levels of management &amp; client representatives.
 </li>
 <li>
 Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
 </li>
 <li>
 Maintain confidentiality.
 
 
 </li>
 </ul>
 
 Desirable Criteria for the External Applicants Only (outside Concentrix)
 
 
 
 
 In addition to the above, needs to have:
 
 
 
 <ul>
 <li>
 WFM background (Scheduling and RTA) and knowledge with MS Excel
 </li>
 <li>
 Experience with other WFM tools such as Teleopti, Genesys, etc.
 
 
 </li>
 </ul>
 Location:
 
 
 EGY Cairo - Samco Building, Chill out Midor complex, 90 North street
 
 
 Language Requirements:
 
 
 English (Required)
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1681775
 
</div>

WFM Sr. Analyst, Planning & Scheduling

<div>
 
 
 Job Summary:
 
 
 
 We are looking for a highly analytical and collaborative
 
 Operational Research Specialist
 
 to join our Workforce Management team. This role combines deep expertise in
 
 scheduling algorithms
 
 (e.g. using
 
 FICO
 
 
 Mosel
 
 ) with strong
 
 operational research
 
 capabilities to drive data-driven decision-making and workforce optimization. The ideal candidate will be proficient in
 
 SQL
 
 ,
 
 Excel
 
 , and
 
 Python (or similar languages)
 
 , and have experience coordinating cross-functional projects.
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Design, implement, and optimize
 
 scheduling algorithms
 
 using languages like
 
 FICO
 
 
 Mosel
 
 to meet service level and efficiency goals.
 </li>
 <li>
 Apply
 
 operational research techniques
 
 such as
 
 linear programming
 
 ,
 
 integer programming
 
 ,
 
 simulation
 
 , and
 
 queuing theory
 
 to solve complex workforce and operational challenges.
 </li>
 <li>
 Develop and maintain
 
 automated scheduling models
 
 and decision-support tools.
 </li>
 <li>
 Analyze large datasets using
 
 SQL
 
 and
 
 Excel
 
 to monitor and improve generated output and processes.
 </li>
 <li>
 Collaborate with stakeholders to
 
 coordinate and lead projects
 
 related to workforce optimization and operational efficiency.
 </li>
 <li>
 Translate business problems into mathematical models and present actionable insights into leadership.
 </li>
 <li>
 Continuously improve scheduling processes through innovation and automation.
 </li>
 </ul>
 
 
 Skills must to have:
 
 
 <ul>
 <li>
 Programming skills in
 
 Python
 
 ,
 
 R
 
 , or similar languages.
 </li>
 <li>
 Strong foundation in
 
 operational research
 
 methods and mathematical modeling.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Nice to have Required Skills &amp; Qualifications:
 
 
 <ul>
 <li>
 Proven experience with
 
 scheduling algorithms
 
 (
 
 FICO
 
 
 Mosel
 
 or similar optimization languages).
 </li>
 <li>
 Proficiency in
 
 SQL
 
 and
 
 Excel
 
 for data analysis and reporting.
 </li>
 <li>
 Demonstrated ability to
 
 coordinate and manage projects
 
 across teams.
 </li>
 <li>
 Excellent problem-solving and analytical thinking skills.
 </li>
 <li>
 Strong communication and interpersonal skills; a
 
 team player
 
 who thrives in collaborative environments.
 </li>
 <li>
 Ability to work independently and manage multiple priorities in a fast-paced setting.
 </li>
 </ul>
 
 
 Preferred Qualifications:
 
 
 <ul>
 <li>
 Experience in a
 
 contact center
 
 or customer service environment.
 </li>
 <li>
 Familiarity with WFM platforms (e.g., Verint, NICE, Genesys).
 </li>
 <li>
 Experience with
 
 simulation tools
 
 (e.g., Any Logic, Simul8) or optimization solvers (e.g., CPLEX, Gurobi).
 </li>
 <li>
 Knowledge of forecasting methodologies and real-time adherence tools.
 </li>
 </ul>
 
 
 Education and specific Training
 
 
 <ul>
 <li>
 Higher Education Degree in Applied Mathematics with strong curriculum in Operational Research
 </li>
 </ul>
 
 Experience (MUST):
 
 <ul>
 <li>
 Minimum 1 Year experience in:
 </li>
 </ul>
 
 Programming in
 
 Python
 
 ,
 
 R
 
 , or similar languages;Applying
 
 operational research
 
 methods and mathematical modeling.
 
 
 
</div>

Operational Research Specialist

<div>
 
 
 Position Overview:
 
 
 
 
 
 
 The WFM Scheduling Analyst will be responsible for the schedules of the employees in the company, essentially for those who are working as Operations Customer Experts. As the workflow in the company changes in a daily and weekly period, it's important to know
 
 
 which employees are available to work and which skills they have to choose the best work schedule and the best workplace for each one. The main goal is to maximize the
 
 
 productivity of the company and the employees&rsquo; satisfaction.
 
 
 
 
 
 
 
 
 
 Key Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Automatic allocation of schedules to Operations Customer Ex in order to ensure operational service levels, to meet legal requirements and achieve resource optimization.
 </li>
 <li>
 Analyze requirements about how many employees are needed for each workplace.
 </li>
 <li>
 Discuss the working schedules of the employees with managers.
 </li>
 <li>
 Provide help with the updating of databases with relevant information about employees.
 </li>
 <li>
 Create and validate working schedules, assuring support in solving schedules deviations; elaboration of permanent schedules; Customer Services Representatives selection for new projects training and for on-going projects.
 </li>
 <li>
 Schedule employees for training programs in case the company selects employees for a workplace that requires new skills and knowledge.
 </li>
 <li>
 Interact with other departments in order to improve or maximize the project(s) results.
 </li>
 <li>
 Be an active part in the process of continuous improvement, proposing improvement and innovation methods across the department and the company (producing fresh and imaginative ideas and solutions).
 </li>
 <li>
 Communicate any known infractions of the Corporate Policies and procedures to Teleperformance Management immediately
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Required Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Higher Education Degree&ndash;preferential.
 </li>
 <li>
 Fluency in English.
 </li>
 <li>
 Up to two years on Contact Center&rsquo;s and shared services for international markets and/or related industries.
 </li>
 </ul>
 
 
</div>

Workforce Analyst

<div>
 Job Title:
 
 
 WFM Scheduler - Analyst
 
 
 
 Job Description
 
 
 
 The Scheduler will have responsibility for all administrative and scheduling duties. This includes Schedule maintenance and creation, Intraday planning, reporting, agent maintenance on WFM systems, Annual Leave management and overall WFM tools/reporting maintenance. Work closely with Operations and Training teams to best plan intraday activities and identify possible changes in arrival patterns.
 
 
 
 Job Responsibilities:
 
 
 
 <ul>
 <li>
 Consult with Operations and Planning to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences
 </li>
 <li>
 Identify schedule/plan changes in relevant databases and escalate issues as appropriate
 </li>
 <li>
 Assist in the recruitment process by providing advice based on forecasted staff requirements, attrition and absence.
 </li>
 <li>
 Validating Headcount updates prior to schedule generation in alignment with Capacity Planner.
 </li>
 <li>
 Prepare reports for schedule and staffing analysis to be presented to Operations
 </li>
 <li>
 Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
 </li>
 <li>
 Experience in a Call Centre or similar experience related to a solid understanding of production environment metrics such as Service Levels KPIs, AHT, Shrinkage, and FTE&rsquo;s calculations
 </li>
 <li>
 Should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.
 </li>
 <li>
 Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on SLA concerns.
 </li>
 <li>
 Update and maintenance of WFM tools and reporting back to central teams
 </li>
 <li>
 Must have done RTA role at least if not coming from contact center scheduling background.
 
 
 </li>
 </ul>
 
 Essential Criteria
 
 
 
 <ul>
 <li>
 English B2 minimum (C1 preferable)
 </li>
 <li>
 Minimum of 1 year in RTA role
 </li>
 <li>
 Good knowledge with MS Excel
 </li>
 <li>
 Applicants must be from RTA department only
 </li>
 <li>
 Must have been using IEX N.I.C.E WFM tool for real time monitoring and Schedule communications
 </li>
 <li>
 Must have no warnings or PIP for last 6 months
 </li>
 <li>
 Hybrid model WAH &amp; Samco site (5th settlement city)
 </li>
 <li>
 Must be able to work US hours (Night shift starts anywhere between 2 PM and 7 PM CLT)
 </li>
 <li>
 client facing experience
 </li>
 <li>
 Proficient in resource scheduling/intraday management applications.
 </li>
 <li>
 Ability to multi-task and meet timelines on deliverables
 </li>
 <li>
 Proven experience consulting with all levels of management, peers, and teams
 </li>
 <li>
 Detail oriented
 </li>
 <li>
 Good analytical, numerical and problem solving skills.
 </li>
 <li>
 Possess effective organizational skills and time management skills with the ability to multi task proficiently.
 </li>
 <li>
 Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
 </li>
 <li>
 Strong team building and leadership skills, including strong logical thought processes.
 </li>
 <li>
 Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
 </li>
 <li>
 Ability to extract, manipulate and present data from WFM application/manual platform.
 
 
 </li>
 </ul>
 
 Desirable Criteria for the External Applicants Only (outside Concentrix)
 
 
 
 
 In addition to the above, needs to have:
 
 
 
 <ul>
 <li>
 WFM background (Scheduling and RTA) and knowledge with MS Excel
 </li>
 <li>
 Experience with other WFM tools such as Teleopti, Genesys, etc.
 
 
 </li>
 </ul>
 Location:
 
 
 EGY Cairo - Samco Building, Chill out Midor complex, 90 North street
 
 
 Language Requirements:
 
 
 English (Required)
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1681779
 
</div>

WFM Scheduler - Analyst

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