Workforce Management Executive

3 weeks ago

Islamabad, Islamabad, Pakistan Abacus Full time

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People & Culture Strategist | Performance & Growth | L&D | Design Interventions | Engagement & Communication

Company: Abacus Consulting – BPO

About the Company

Abacus Consulting is looking for a detail-driven and analytical Workforce Management Executive to join our Islamabad team. If you have a passion for optimizing schedules, forecasting performance, and keeping operations running smoothly, we'd love to meet you.

Key Responsibilities

  • Build and manage staff schedules based on workload forecasts
  • Monitor live queues and agent availability; adjust in real time
  • Track and analyze KPIs (AHT, SLA, occupancy, shrinkage)
  • Coordinate with HR and Operations on attendance, leaves, and shifts
  • Prepare WFM reports (forecast vs. actual, shrinkage, utilization, adherence)
  • Support headcount planning and resource allocation
  • Identify trends, performance gaps, and recommend improvements
  • Assist in implementing and maintaining WFM tools and systems

Requirements

  • Minimum 1 year of WFM/scheduling experience in a call center or BPO
  • Bachelor's degree in Business, Statistics, or related field
  • Strong grasp of contact center KPIs and metrics
  • Proficiency in MS Excel (Pivot Tables, VLOOKUP, formulas) and MS Office
  • Data handling and analytical mindset with attention to detail
  • Flexible to work rotational shifts (9 hours), 5 days a week
  • Knowledge of MS Access (preferred)

What We Offer

  • Medical insurance
  • Collaborative and dynamic work culture

Location

Plot No. 348-352, Street No. 5, Near Wilson, I-9/3, Islamabad, Pakistan

How to Apply

Apply via LinkedIn or send your resume to: fahad.asif@abacus-global.com

Phone: +92-51-8746130

Seniority level
  • Seniority levelEntry level
Employment type
  • Employment typeFull-time
Job function
  • Job functionBusiness Development and Sales
  • IndustriesIT Services and IT Consulting

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