Workforce Management Analyst

Responsibilities

• Forecast contact volumes and agent demand using historical and live data from Twilio and Quiq
• Manage headcount planning and resource allocation in coordination with Operations and HR
• Develop and maintain flexible staff schedules, accounting for shrinkage, absenteeism, and peak hours
• Perform intraday management by monitoring real-time performance and making adjustments to address demand spikes
• Drive key performance indicators including service level, answer rate, abandonment rate, and adherence
• Support payroll and bonus management by tracking staffing costs, incentive eligibility, and performance-based payouts
• Provide weekly and monthly reports on staffing, cost performance, and forecast variances

Requirements

• 2+ years of experience in Workforce Management within a service or contact center environment
• Strong forecasting, analytical, and problem-solving skills
• Proficiency in Excel, Google Sheets, and WFM systems (e.g., NICE IEX, Verint, or equivalent)
• Proven ability to manage payroll, bonus structures, and cost control
• Excellent communication and organizational skills with high attention to detail
• Ability to work proactively in a fast-paced, high-volume environment

Benefits

• Competitive earnings with an incentive-based compensation plan
• Collaborative and supportive team environment
• Opportunities for career growth and development

About the Company

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, we support functions from service to strategy, making travel seamless, accessible, and stress-free.