Workforce Management & Real-Time Analyst (WFM/RTA)

About Momentum Solutions Egypt
Momentum Solutions Egypt is a dynamic office located in New Cairo, Egypt. We deliver top-tier customer care, sales support, and a growing range of business solutions 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 & Real-Time Analyst (WFM/RTA) to join our phone sales call team. This hybrid 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: 

Workforce Management (WFM)

• Forecasting & Analysis: Utilize historical data to forecast call volumes and agent demand, ensuring proper staffing levels.
• Headcount Management: Determine weekly, daily, and hourly staffing needs while accounting for factors such as shrinkage, absenteeism, and peak hours.
• Scheduling: Build and maintain flexible schedules that align with forecasted call volumes and operational requirements.

Real-Time Analysis (RTA)

• Live Monitoring: Continuously monitor call queues and agent performance to ensure adherence to schedules and service standards.
• Intraday Adjustments: Proactively respond to call spikes or low-coverage periods with on-the-fly schedule modifications or team alerts.
• Collaboration & Reporting: Work closely with Operations, and Stakeholder to align workforce planning with business goals, and provide regular reports on key metrics such as occupancy, adherence, ASA, and forecast accuracy.
• KPI Ownership: Monitor and drive performance against critical KPIs including service level, abandonment rate, and schedule adherence.

What You Bring:

• Experience: A minimum of 2 years experience as WFM/RTA in a contact center environment, with proven exposure to both aviation and sales sectors preferred.
• Expertise: Demonstrated experience in workforce management or real-time analysis in a high-volume contact center.
• Strong analytical and problem-solving skills, especially in forecasting and scheduling.
• Excellent communication and organizational abilities.
• A proactive mindset with the ability to work independently and take initiative without constant direction.
• Ability to adapt quickly to shifting priorities in a fast-paced environment.
• Proficient in tools such as Excel, Google Sheets, and Aircall
• Familiarity with WFM tools like NICE IEX, Verint, or equivalent (preferred).

* Please note this is a full-time on-site position, in New Cairo, 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/