SALARY: $30,000 net SCHEDULE: Monday to Friday, 9 a.m. to 7 p.m. EDUCATION: Bachelor’s degree in Engineering, Administration, Systems, or related field, minimum requirement. Desirable: Postgraduate degree, Master’s degree, or diploma in Engineering, Administration, Systems, or related field. **KNOWLEDGE AND EXPERIENCE:** * · Minimum 5 years of experience in Workforce Management or Command Center areas. * · Advanced proficiency with WFM tools (Genesys, Verint, Aspect, NICE, etc.). * · Solid knowledge of operational KPIs in Contact Centers. * · Advanced Excel skills and data visualization tools (Power BI, Tableau). * · Knowledge of ITIL and Agile methodologies (desirable). * · Minimum 2 years in managerial positions within contact centers. * · Experience managing multi-campaign operations and large-scale operational volumes. **ADDITIONAL:** * · Leadership and decision-making under pressure. * · Analytical thinking and results-oriented mindset. * · Effective communication across all hierarchical levels. * · Problem-solving ability and continuous improvement mindset. * · Teamwork. * · Proactive. **RESPONSIBILITIES:** Strategic workforce management through the design and implementation of resource planning, design and monitoring of KPIs, and leadership of Command Center staff. Real-time monitoring and management of tools and technology through WFM administration, supervision, corrective decision-making, and shift validation. Analysis and reporting through the preparation and presentation of executive reports, and the generation and monitoring of alert systems for potential operational deviations. Communication and coordination acting as a key liaison between Operations, IT, Quality, and Customer Service, and participation in tactical meetings. Job Type: Full-time Salary: $29,000.00 – $30,000.00 per month Benefits: * Option for an indefinite-term contract Work Location: On-site employment