WFM Executive-( Work Force Management )

2 days ago

Islamabad, Islamabad, Pakistan Abacus Outsourcing Full time 500,000 - 700,000 per year

Company Description

Abacus has been providing advanced business solutions for more than 35 years to help organizations realize their potential. Our solutions are the result of a convergence of the latest business practices and cutting-edge technologies, and we emphasize the value of working collaboratively with clients.

Job Summary:

Abacus Consulting – BPO is hiring a Workforce Management Executive in Islamabad We're looking for a detail-oriented and analytical professional to ensure efficient staffing, scheduling, and performance forecasting for our operations team.

Key Responsibilities:

  • Create and manage employee schedules based on forecasted workload
  • Monitor real-time queue status and agent availability, and adjust schedules accordingly
  • Track and analyze daily, weekly, and monthly performance metrics (AHT, SLA, occupancy, shrinkage, etc.)
  • Coordinate with HR and Operations to manage attendance, leaves, and shift rosters
  • Generate and maintain WFM reports (forecast vs. actual, shrinkage, utilization, adherence)
  • Assist in headcount planning and resource allocation
  • Identify trends and performance issues, and provide actionable insights to improve efficiency
  • Communicate with team leads and supervisors regarding coverage gaps or overstaffing
  • Support the implementation of WFM tools or systems

What you'll bring:

  • 1–2 years of WFM/scheduling experience in a call center or BPO environment
  • Bachelor's degree in Business, Statistics, or related field
  • Strong knowledge of contact center KPIs and metrics
  • Proficiency in MS Excel (Pivot Tables, VLOOKUP, formulas) and MS Office Suite
  • Data handling & analytical skills with attention to detail
  • Flexibility to work rotational shifts, 5 days a week
  • Knowledge of MS Access (preferred)

Working Hours:

Rotational shifts (9 Hours)

Weekly 2 off

Benefits:

  • Market-competitive salary
  • Medical insurance
  • Career advancement opportunities
  • Collaborative and dynamic work environment

Job Type: Full-time

Pay: Rs50, Rs70,000.00 per month

Work Location: In person

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