Work Force Management Agent
# Work Force Management Agent **Callnovo Maroc** · Casablanca · `On-site` 🕒 **Статус:** *Опубликовано: 7 дней назад* · *Источник: Indeed* --- ### About the Role Job Opening: Workforce Analyst (Contact Center)Position Overview We are seeking an analytical and proactive Workforce Analyst to drive scheduling efficiency, capacity planning, and real-time monitoring across our contact center operations. This role fully owns the scheduling cycle, from short/long-term forecasting and shift bidding to intraday adjustments, ensuring optimal service level performance (SLAs) while managing operational costs. Key Responsibilities End-to-End Scheduling & Forecasting: Build, maintain, and adjust schedules (short-, medium-, and long-term) based on historical trends, seasonality, and offline activities (coaching, training, meetings). Real-Time & Intraday Management: Actively monitor daily queue performance, adherence, and service levels, making real-time staffing decisions to resolve volume deviations. KPI & Performance Analysis: Analyze contact center metrics (shrinkage, occupancy, utilization, adherence) to produce executive dashboards and identify areas for process optimization. Cross-Functional Collaboration: Partner with Operations, QA, and Training teams to align workforce planning with business priorities and lead regular WFM reviews with leadership. System & Model Maintenance: Maintain data accuracy within WFM systems and assist in onboarding/adjusting forecasting models for new client channels or workstreams. Key Qualifications Experience: Minimum of 2 years in a Workforce Management (WFM) role within a fast-paced contact center environment (Support & Sales). Core Skills: Strong command of manpower planning, scheduling concepts, and logical problem-solving under aggressive SLA deadlines. Technical Proficiency: Advanced MS Excel skills, PowerBi and experience with modern WFM platforms (eg, Zendesk WFM, Teleopti, or similar tools). Automation/scripting skills are a plus. Pay: 7,000.00DH - 8,000.00DH per month Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-09-08, источник — Indeed.