workforce management analyst

Momentum Solutions Egypt

<div>
 <strong>
  About Momentum Solutions Egypt
  <br/>
  <br/>
 </strong>
 Momentum Solutions Egypt is a dynamic office located in Heliopolis, Egypt. We deliver top-tier customer care and, sales support for global travelers booking with FlightHub and Justfly. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale - supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.
 <br/>
 <br/>
 <strong>
  Position Overview
  <br/>
  <br/>
 </strong>
 We are looking for a proactive Workforce Management Analyst (WFM) to join our
 <strong>
  Service Department
 </strong>
 . This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.
 <br/>
 <br/>
 <strong>
  What You'll Be Doing:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   <strong>
    Forecasting &amp; Analysis
   </strong>
   : Utilize historical and live data from Twilio (calls) and Quiq (chats) to forecast contact volumes and agent demand across five service teams. Ensure optimal staffing and resource allocation to meet operational goals.
  </li>
  <li>
   <strong>
    Headcount &amp; Financial Planning:
   </strong>
   Manage headcount planning in coordination with Operations and HR to balance productivity, payroll budgets, and resource allocation. Support payroll and bonus forecasting by tracking staffing costs, incentive eligibility, and performance-based payouts.
  </li>
  <li>
   <strong>
    Scheduling &amp; Resource Allocation:
   </strong>
   Develop and maintain flexible schedules for all service teams based on forecasted volumes and operational needs. Account for shrinkage, absenteeism, and peak hours to ensure adequate coverage.
  </li>
  <li>
   <strong>
    Intraday Management
   </strong>
   : Monitor real-time performance and make on-the-fly adjustments to address spikes in demand or low coverage. Communicate proactively with leads to optimize occupancy and response times.
  </li>
  <li>
   <strong>
    Performance &amp; KPI Ownership
   </strong>
   : Monitor and drive key performance indicators such as service level, answer rate, abandonment rate, adherence, and forecast accuracy. Collaborate with Team Leads to identify trends and implement improvement strategies.
  </li>
  <li>
   <strong>
    Collaboration &amp; Reporting:
   </strong>
   Partner with Operations, RTAs, and BPOs to align workforce planning with business goals. Provide weekly and monthly reports on staffing, cost performance, payroll accuracy, and forecast variances for all five teams.
  </li>
  <li>
   <strong>
    Bonus &amp; Incentive Management:
   </strong>
   Support the calculation, validation, and reporting of team bonuses. Ensure performance metrics are accurately reflected in incentive payouts and work with leadership to improve transparency and fairness in the process.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What You Bring:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   <strong>
    2+ years of experience
   </strong>
   in Workforce Management within a service or contact center environment; exposure to the aviation or travel industry is an asset.
  </li>
  <li>
   Strong forecasting, analytical, and problem-solving skills, particularly in multi-team environments.
  </li>
  <li>
   Proven ability to manage payroll, bonus structures, and cost control for large teams.
  </li>
  <li>
   Excellent communication and organizational skills with attention to detail.
  </li>
  <li>
   Proactive and able to work independently in a fast-paced, high-volume environment.
  </li>
  <li>
   Proficient in Excel, Google Sheets, and WFM systems (e.g., NICE IEX, Verint, or equivalent).
  </li>
  <li>
   Experience collaborating with cross-functional stakeholders in Operations, Finance, and HR.
  </li>
  <li>
   Please note this is a full-time on-site position, in Heliopolis, Egypt.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits of Working With Us:
  <br/>
  <br/>
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Competitive Earnings: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.
  </li>
  <li>
   Collaborative Team: Work with a supportive team dedicated to shared success.
  </li>
  <li>
   Growth Opportunities: Develop your career within a company that values commitment and innovation.
   <br/>
   <br/>
  </li>
 </ul>
 Explore FlightHub: https://corporate.flighthub.com/
 <br/>
 <br/>
 Explore Momentum: https://momentumegypt.com/careers
</div>


Workforce Management Analyst (WFM, Service Department)

Sagility

<div><h2 class="jobSectionHeader"><b>About Sagility</b></h2>
<div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p>Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.</p>
</div></div></div></div></div></div></div></div></div></div></div></div></div></div>Job Profile Summary
<br>
The individual should understand the basis of forecasting and is responsible to deliver a capacity plan based on the forecast. As a part of the process, he/she is responsible for forecasting processing time, shrinkage, attrition, and/or other required metrics and input for the capacity management process by use of standard capacity planning tools and analysis. Translating that demand into necessary workforce supply for the long/medium and short term. This will include managing a capacity planning model that performs sensitivity analysis on historical data to compare staffing levels and build supply scenarios to meet future demand in a predictive manner. He/she will participate in developing a long-range strategy for the function to address future needs with data models, data consumption tools, predictive modeling, and emerging technologies. In addition, she/he will have accountability for supporting the design, development, and interpretation of workforce reports and dashboards including identifying key trends, opportunities, problem areas, and functional supervision of the Scheduling process for one or more accounts. He/she will be responsible for the capacity, staffing, and resource management of one or more accounts and is providing guidelines and directions for the WFM Scheduler in creating the schedule and reviewing the output of the scheduling process before being transferred to GWFM Real-Time Management team. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI&rsquo;s can effectively be met.
<p></p><div><div><div><div><div><div><div><p><b>Job title:</b></p>
</div></div></div></div></div></div></div>Assistant Manager-Planning
<p></p><div><div><div><div><div><div><div><p><b>Job Description:</b></p>
</div></div></div></div></div></div></div><p><b>Education : </b>Any Bachelor&rsquo;s degree or higher.</p>
<p></p><p><b>Experience :
</b></p><ul><li><p>5-6 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.</p>
</li><li><p>Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, moving averages, etc.</p>
</li><li><p>Experience with labor modelling (e.g., productivity modelling, task timing and task variance impacts).</p>
</li></ul><p></p><p><b>Education : </b>Any Bachelor's Degree.</p>
<p></p><p><b>Experience :
</b></p><p></p><p>3-4 years of experience in workforce analytics, planning, forecasting, and/or workforce management with a large global call center.
<br>
Experience with forecasting and multi-variant statistical techniques and modelling including linear regression, multi-variant regression, moving averages, etc.
<br>
Experience with labor modelling (e.g., productivity modelling, task timing and task variance impacts).
</p><p></p><p><b>Roles &amp; Responsibilities :
</b></p><ul><li><p>Serve as an Analyst on the identification and interpretation of trends and insights with respect to the overall operational effectiveness of the business with respect to workforce planning.</p>
</li><li><p>Perform statistical analyses and forecasting techniques and glean critical insights and trends.</p>
</li><li><p>Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition, and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.</p>
</li><li><p>Establishing and updating the forecast, long-term capacity planning (+13 weeks), and production planning, in such a way that optimal utilization and occupancy for the project(s) can be realized and KPI targets of the Service Level Agreement can be met.</p>
</li><li><p>Collecting, reviewing, and correcting data that can be used for regarding short-, medium- and long term forecasting of required metrics and inputs</p>
</li><li><p>Administers the 52-week capacity, staffing, and resource plans to manage up and downscaling of labor and resources.</p>
</li><li><p>Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately cover demand forecast, while accounting for known constraints, planned events/holidays &amp; business objectives.</p>
</li><li><p>Coordinates with recruiting and/or operations leadership on the timing &amp; quantity of new hire requisitions.</p>
</li><li><p>Reporting the planning information to Operational Management and WFM Intraday Management Design reports, scorecards, dashboards, and ad hoc analyses that deliver workforce insights and KPIs.</p>
</li><li><p>Present relevant data trends and analysis findings in clear, succinct reports to key stakeholders and demonstrate the implications of those trends on the business.</p>
</li><li><p>Effectively coach and mentor the team of planners and schedulers within your span.</p>
</li></ul><p></p><p><b>Mandatory Skills :
</b></p><ul><li><p>Proven experience in the design, development, and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment.</p>
</li><li><p>Highly developed project management skills and proven ability to deliver organizational projects within designated timelines.</p>
</li></ul><p></p><p><b>Preferred Skills :</b></p>
<ul><li><p>Solid understanding of WFM fundamentals.</p>
</li><li><p>Strong Excel skills with preferred experience in or knowledge of third-party capacity planning tools.
</p></li><li><p>Strong quantitative, qualitative, analytical, presentation and communication skills that foster the communication of succinct, actionable insights, trends, and data.
</p></li><li><p>Ability to filter large amounts of complex data and research findings to identify interdependencies and meaningful patterns and trends.</p>
</li></ul><p></p><div><div><div><div><div><div><div><p><b>Location:</b></p>
</div></div></div></div></div></div></div>HyderabadIndia</div></div>

Assistant Manager-Planning

Intuit

<div><h2 class="jobSectionHeader"><b>Overview</b></h2><div>
Intuit's GBSG Routing RTB (Run the Business) team &mdash; part of the Workforce Management organization &mdash; is seeking a Staff Business Systems Analyst to tackle ambiguous, end-to-end routing problems across GBSG's complex contact channel landscape. Staff BSAs at Intuit operate with a one-team mindset: they lead independently, influence technology decisions across multiple stakeholder groups, and elevate the people and practices around them.</div><div></div><div><br>
The GBSG routing space is high-complexity by design. The Global Business Solutions Group serves small business, mid-market, and international customers across a diverse product portfolio &mdash; QBO, QuickBooks Payroll, QuickBooks Desktop, Payments, and more &mdash; resulting in significantly more product and customer segmentation than other Intuit business units. The routing system that serves these customers (built on the Contact Us Platform and Amazon Connect across Americas, EMEA, and APac instances) is one of the most technically layered in the organization.</div><div></div><div><br>
We're looking for a Staff BSA who can own cross-functional routing initiatives from discovery to delivery, bring analytical rigor to complex problems (transfer pattern analysis, routing accuracy, multi-contact diagnostics), and serve as a platform SME who can both execute configuration work and advise stakeholders on what CUP can and cannot do.</div><div></div><div><br>
An AI-first mindset is non-negotiable: we expect this person to proactively apply generative AI tools and automation to accelerate delivery, reduce manual effort, and surface better insights from routing data.</div><p><b><br>
Responsibilities</b></p><ul><li>Lead complex, cross-functional routing initiatives end-to-end &mdash; from stakeholder discovery and requirements synthesis through CUP/Amazon Connect configuration, UAT coordination, production deployment, and post-launch monitoring.</li></ul><div></div><ul><li><br>
Drive routing design decisions across ambiguous problem spaces; synthesize inputs from GBSG BU stakeholders, WFM Operations, Product Development, and Virtual Expert Platform (VEP) to produce clear, risk-aware solutions.</li></ul><div></div><ul><li><br>
Configure and maintain multi-region Amazon Connect environments (Americas, EMEA, APac), including routing profiles, queue and skill assignments, outbound campaign dialer configurations, and Hours of Operation (HOO).</li></ul><div></div><ul><li><br>
Execute advanced CUP configurations including ABR route plans, GenAI/AI Routing (AIR) configurations, eligibility logic, overflow/failover behavior, and Toll Free Number (TFN) call type management.</li></ul><div></div><ul><li><br>
Analyze routing performance across GBSG contact channels &mdash; transfer rates, routing accuracy, multi-contact rates &mdash; using QlikSense, Splunk, and Databricks; translate findings into actionable routing strategy recommendations.</li></ul><div></div><ul><li><br>
Serve as a CUP/CUE subject matter expert for GBSG stakeholders; provide clear guidance on platform capabilities and constraints, and advise on design tradeoffs.</li></ul><div></div><ul><li><br>
Manage P0 incident response within 15-minute SLA; lead root cause analysis for routing-caused incidents and drive preventive configuration changes to reduce recurrence.</li></ul><div></div><ul><li><br>
Contribute to routing strategy authorship: identify systemic improvement opportunities and develop recommendations that inform both near-term configuration decisions and longer-term platform capability needs.</li></ul><div></div><ul><li><br>
Coach and elevate team members; raise quality standards across team documentation, design patterns, and configuration practices.</li></ul><div></div><ul><li><br>
Proactively apply AI tools (ChatGPT, Gemini, GenAI platforms) to accelerate analysis, configuration work, and documentation &mdash; and advocate for broader AI adoption within the team's workflows.</li></ul><p><b><br>
Qualifications</b></p><div>
Required:</div><ul><li>5&ndash;8+ years of experience in business systems analysis, technical operations, or a related discipline with demonstrated progression in scope and complexity.</li><li>Deep, hands-on experience with contact center routing platforms &mdash; Amazon Connect strongly preferred; CUP/CUE experience is a strong differentiator.</li><li>Proven ability to lead ambiguous, cross-functional initiatives from discovery through delivery independently, with minimal guidance.</li><li>Strong analytical skills and experience with operational data platforms &mdash; QlikSense, Splunk, Databricks, or equivalent.</li><li>Demonstrated ability to synthesize complex, competing business requirements into well-scoped, risk-aware technical solutions.</li><li>Track record of influencing technology decisions across multiple stakeholder groups without formal authority.</li><li>Experience managing Agile/Scrum and/or Kanban workflows; comfortable holding priorities and driving delivery through competing demands.</li><li>Clear communicator across technical and non-technical audiences; able to simplify complex routing logic for business stakeholders.</li><li>AI-first mindset: actively explores and applies generative AI tools to accelerate delivery and improve team outcomes.</li></ul><div></div><div><br>
Preferred:</div><ul><li>Direct experience with Intuit's Contact Us Platform (CUP), CUE rules engine, or Amazon Connect routing profile management.</li><li>Experience with Attribute-Based Routing (ABR), GenAI/AI Routing (AIR), or skills-based routing architectures.</li><li>Familiarity with Sherlock, SalesForce, Postman, Jenkins, GitHub, or CSHQ/AMT in an operations or BSA context.</li><li>Experience in a contact center operations or Workforce Management organization supporting multiple business units or geographies.</li><li>Demonstrated ability to mentor peers and elevate team practices at scale.</li></ul><div></div><div><br>
Education:</div><p></p><ul><li><br>
Bachelor's degree in Information Technology, Business, Computer Science, or a related field &mdash; or equivalent practical experience.</li></ul><p><br>
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit&reg;: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:</p><p></p><p><br>
Southern California Area: $156,500 - $212,000<br>
<br>
Bay Area California: $169,000 - $229,000</p></div>

Staff Business Systems Analyst – Contact Center Routing

IntouchCX

About IntouchCX
<br><br>
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
<br><br>
About the Job
<br><br>
We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
<br><br>
As Real Time Analyst, You Will…
<br><br>
<ul>
<li>Evaluate large amounts of data</li>
<li>Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members</li>
<li>Adjust staffing and scheduling according to changing needs of the business</li>
<li>Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients</li>
<li>Monitor schedules and escalate issues regarding attendance adherence</li>
<li>Work with team members to ensure they know their statistics related to the schedule</li>
</ul>
As Real Time Analyst, You Have…
<br><br>
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary or completion of post-secondary schooling (preferred)</li>
<li>Good communication skills</li>
<li>Advanced knowledge of MS Word and Excel</li>
<li>Adaptability to learn a variety of software programs</li>
<li>A high level of accuracy with regards to data entry</li>
<li>Strong analytical and problem solving skills</li>
<li>Willingness to learn and adapt to working in a new environment</li>
<li>The ability to multitask and self-manage your work day</li>
</ul>


Real Time Analyst

CVS Health

<div><p>We&rsquo;re building a world of health around every individual &mdash; shaping a more connected, convenient and compassionate health experience. At CVS Health&reg;, you&rsquo;ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger &ndash; helping to simplify health care one person, one family and one community at a time.</p><p></p><div><p><b>
Position Summary</b></p><p>
Provides strategic ownership of Claims workforce management by leveraging deep analytical expertise to forecast demand, develop capacity and staffing models, and optimize workforce utilization. Serves as the primary subject matter expert for Claims Workforce Management (WFM), partnering closely with senior leadership and cross‑functional stakeholders to support operational decision-making, performance outcomes, and scalability. Leads workforce planning initiatives, drives process improvements, and delivers actionable insights to ensure claims operations are staffed efficiently, consistently, and in alignment with business objectives.</p><p></p><ul><li><b><i>The position may be remote or hybrid anywhere in the US depending on candidate location and commute to a hub location</i></b></li></ul><p></p><p><b>
What you will do</b></p><ul><li><p>
Owns end-to-end workforce management for Claims operations, including forecasting, capacity planning, staffing models, and resource optimization across multiple work areas.</p></li><li><p>
Analyzes and interprets complex operational, volume, and productivity data to develop actionable workforce strategies that support claims performance, service levels, and financial targets.</p></li><li><p>
Develops demand forecasts and staffing models using historical data, trend analysis, and scenario modeling; provides insights and recommendations to senior leadership.</p></li><li><p>
Serves as the primary owner of staffing assumptions, workforce modeling, and capacity planning for Claims, ensuring alignment with operational strategy and business priorities.</p></li><li><p>
Leverages workforce management tools, statistical models, and analytics to evaluate demand variability, staffing risk, and operational scenarios.</p></li><li><p>
Partners closely with Claims leadership, Finance, HR, and Operational Excellence teams to align workforce strategies with hiring plans, training timelines, and productivity assumptions.</p></li><li><p>
Establishes and maintains standardized WFM processes, documentation, and governance to ensure consistency, accuracy, and transparency across Claims operations.</p></li><li><p>
Identifies opportunities for automation, process improvement, and efficiency initiatives to improve forecasting accuracy and workforce utilization.</p></li><li><p>
Monitors performance metrics and operational outcomes to proactively identify risks, gaps, and opportunities related to staffing and capacity.</p></li><li><p>
Provides guidance and subject matter expertise to leaders and stakeholders on workforce-related decisions, tradeoffs, and operational impacts.</p></li><li><p>
Owns ongoing monitoring of claims performance against performance guarantees and operational commitments; proactively identifies risk and drives workforce reprioritization or resource reallocation to protect SLA, compliance, and financial outcomes.</p></li><li><p>
Supports future scalability of the Claims WFM function, including the potential design and transition to a team-based model as business needs evolve.</p></li></ul><p></p><p><b>
Required Qualifications</b></p><ul><li><p>
Minimum 7 years of experience in workforce management, operational analytics, or related roles within healthcare, insurance, or complex operational environments</p></li><li><p>
Demonstrated expertise in forecasting, capacity planning, and workforce modeling</p></li><li><p>
Strong analytical and problem-solving skills with the ability to translate data into executive-level insights and recommendations</p></li><li><p>
Proven ability to operate independently with a high level of ownership and accountability</p></li><li><p>
Strong communication skills and experience influencing leaders without direct authority</p></li><li><p>
Advanced proficiency with workforce management tools, reporting platforms, and data analysis techniques</p></li><li><p>
Experience partnering with senior leadership on staffing strategy and operational planning</p></li><li><p>
Experience designing or evolving workforce management operating models</p></li><li><p>
Strong business acumen with the ability to balance service, quality, cost, and compliance considerations</p></li></ul><p></p><p><b>
Education</b></p><ul><li><p>
Bachelor&rsquo;s degree preferred or equivalent combination of relevant experience, training, and professional development</p></li></ul></div><p></p><p><b>
Pay Range</b></p><p>
The typical pay range for this role is:</p><p></p>
$67,900.00 - $199,144.00<p><br>
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company&rsquo;s equity award program.</p><p><br>
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.</p><p></p><p><b>
Great benefits for great people</b></p><p></p><p>
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.</p><br>
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.<p><br>
Additional details about available benefits are provided during the application process and on Benefits Moments.</p><br>
We anticipate the application window for this opening will close on: 07/12/2026<p></p><p>
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</p></div>

Senior Manager, Claims Workforce Management, Meritain TPA

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Workforce Management Analyst (WFM, Service Department)

Assistant Manager-Planning

Staff Business Systems Analyst – Contact Center Routing

Real Time Analyst

Senior Manager, Claims Workforce Management, Meritain TPA

Senior Manager, Claims Workforce Management, Meritain TPA

Senior Manager, Claims Workforce Management, Meritain TPA