Workforce Supervisor

Maadi, Cairo, Egypt Egypt

November 19, 2025

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Position Details

Maadi, Cairo, Egypt Egypt

November 19, 2025

خطأ: تعذر الحصول على معلومات الراتب من Gemini API

Etisalat Egypt -

Company: Etisalat Egypt –

WebSite: Maadi, Cairo, Egypt

Job Description:

Develop short- and long-term forecasts for call volume, staffing needs, and capacity planning.
Create and optimize agent schedules based on business needs, peak hours, and shrinkage.
Coordinate with HR and Talent Acquisition on staffing shortages and hiring requirements
Monitor real-time call queues, AHT, occupancy, and SLAs to ensure operational targets are achieved.
Adjust staffing schedules and break times dynamically to manage live fluctuations in call traffic.
Communicate with team leaders and operations to address adherence issues.
Track key workforce metrics including attendance, adherence, utilization, and productivity.
Generate daily, weekly, and monthly performance and capacity reports.
Provide insights and recommendations to operations management for performance improvement.
Manage Workforce Management (WFM) tools such as Genesys, Avaya, Calabrio, or Verint.
Ensure data accuracy in forecasting, scheduling, and reporting systems.
Partner with IT to resolve system issues and maintain tool efficiency
Supervise the WFM analysts/RTAs and ensure tasks are completed efficiently.
Coach and mentor WFM team members to improve analytical skills and operational understanding.
Align daily priorities with operations, QA, and training departments.

Skills:

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