Workforce Management Analyst (WFM, Service Department)

About Momentum Solutions Egypt
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, Momentum Solutions Egypt is built to scale - supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.

Position Overview
We are looking for a proactive Workforce Management Analyst (WFM) to join our Service Department. This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.

What You'll Be Doing: 

• Forecasting & Analysis: Utilize historical and live data from Twilio (calls) and Quiq (chats) to forecast contact volumes and agent demand across five service teams. Ensure optimal staffing and resource allocation to meet operational goals.
• Headcount & Financial Planning: Manage headcount planning in coordination with Operations and HR to balance productivity, payroll budgets, and resource allocation. Support payroll and bonus forecasting by tracking staffing costs, incentive eligibility, and performance-based payouts.
• Scheduling & Resource Allocation: Develop and maintain flexible schedules for all service teams based on forecasted volumes and operational needs. Account for shrinkage, absenteeism, and peak hours to ensure adequate coverage.
• Intraday Management: Monitor real-time performance and make on-the-fly adjustments to address spikes in demand or low coverage. Communicate proactively with leads to optimize occupancy and response times.
• Performance & KPI Ownership: Monitor and drive key performance indicators such as service level, answer rate, abandonment rate, adherence, and forecast accuracy. Collaborate with Team Leads to identify trends and implement improvement strategies.
• Collaboration & Reporting: Partner with Operations, RTAs, and BPOs to align workforce planning with business goals. Provide weekly and monthly reports on staffing, cost performance, payroll accuracy, and forecast variances for all five teams.
• Bonus & Incentive Management: Support the calculation, validation, and reporting of team bonuses. Ensure performance metrics are accurately reflected in incentive payouts and work with leadership to improve transparency and fairness in the process.

What You Bring: 

• 2+ years of experience in Workforce Management within a service or contact center environment; exposure to the aviation or travel industry is an asset.
• Strong forecasting, analytical, and problem-solving skills, particularly in multi-team environments.
• Proven ability to manage payroll, bonus structures, and cost control for large teams.
• Excellent communication and organizational skills with attention to detail.
• Proactive and able to work independently in a fast-paced, high-volume environment.
• Proficient in Excel, Google Sheets, and WFM systems (e.g., NICE IEX, Verint, or equivalent).
• Experience collaborating with cross-functional stakeholders in Operations, Finance, and HR.

* Please note this is a full-time on-site position, in Heliopolis, Egypt. 

Benefits of Working With Us: 

• Competitive Earnings: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.
• Collaborative Team: Work with a supportive team dedicated to shared success.
• Growth Opportunities: Develop your career within a company that values commitment and innovation.

Explore FlightHub: https://corporate.flighthub.com/

Explore Momentum: https://momentumegypt.com/careers