Workforce Management (WFM) Specialist

About the role

Accurate Management (AMC) is hiring a Workforce Management (WFM) Specialist to join our team in Cairo. You will forecast contact volumes and plan the shifts and headcount that meet our service levels.

About the company

Accurate Management Consultancy (AMC) is based in Giza, Egypt, and delivers recruitment and outsourced operations for client companies around the world.

What you will do

• Forecast call and contact volumes by interval, day and month.
• Work out staffing requirements (Erlang C or similar) and the headcount needed.
• Build shift schedules, breaks and leave plans that meet the service level.
• Monitor real-time adherence and intraday performance and adjust plans.
• Report forecast accuracy, occupancy, shrinkage and adherence.
• Advise Operations and HR on hiring plans and overtime.

What we are looking for

• Bachelor’s degree in business, statistics, engineering or a related field.
• 2+ years in workforce management in a contact centre.
• Strong knowledge of forecasting and Erlang C staffing models.
• Advanced Excel; experience with a WFM tool (e.g. NICE, Verint, Genesys) is a plus.
• Strong analytical skills and attention to detail.
• Good English.

What we offer

• Competitive package based on experience.
• Social insurance in line with Egyptian labour law.
• Training and a clear path to grow with the company.
• A growing team working with clients across different industries.