Real Time Management Workforce Management Specialist

Company Description eClerx is a productized services company that combines skilled talent, advanced technology, and deep domain expertise to help clients achieve stronger business outcomes. The organization focuses on delivering high-quality technology, data analytics, and process management services across diverse industries. Its mission is to set a high benchmark for client service and measurable success, building long-term partnerships based on trust and performance. With a vision to be the innovation partner of choice, eClerx invests in continuous improvement and cutting-edge solutions that support both client growth and employee development.

Role Description The Real Time Management Workforce Management Specialist is a full-time, on-site role based in Cairo. This role is responsible for monitoring live contact center and operational performance, ensuring staffing levels match incoming volume and service level targets throughout the day. The specialist will track intraday metrics, manage schedule adherence, make real-time adjustments such as reforecasting, skill changes, and break reallocations, and communicate impacts to relevant stakeholders. Daily activities include coordinating with operations leaders, updating workforce management tools, generating intraday performance reports, and recommending actions to minimize service disruptions. The role also involves identifying trends in demand and occupancy, supporting continuous improvement initiatives, and ensuring compliance with internal policies and client expectations.

Qualifications

• Workforce management expertise, including real-time monitoring, intraday management, and schedule adherence oversight.
• Strong analytical and reporting skills, with the ability to interpret data, track KPIs, and produce clear operational insights.
• Proficiency with workforce management tools and contact center platforms (e.g., WFM software, ACD systems, dashboards).
• Effective communication and stakeholder management skills to coordinate with operations, leadership, and support teams.
• Ability to work in a fast-paced environment, prioritize tasks, and make timely decisions under pressure.
• Attention to detail and problem-solving capabilities to identify root causes and propose practical solutions.
• Relevant experience in contact center operations, service delivery, or workforce management is highly beneficial.
• Bachelor's degree in business, statistics, operations management, or a related field, or equivalent practical experience.
• Comfort working on-site in Cairo and collaborating with diverse, cross-functional teams.