Job Summary

Responsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to consistently achieving service level goals by real-time management of contact center resources. Providing leadership teams with ti

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description/Requirements

Duties and Responsibilities

  • Attend weekly and daily staffing review meetings with management and forecasting/scheduling analysts detailing previous and current week's performance and forecasted performance of the remainder of the current week and next week, while also identifying risks.
  • Manage intraday service level acceptable goals.
  • Monitor and Report real-time adherence to schedules & Not Ready Code usage for call center associates.
  • Monitor analytical tools available to forecast real-time volume arrivals and capacity.
  • Initiate escalation procedures when KPI thresholds are exceeded.
  • Manage associate call-in line and update schedules to reflect accurate intraday projections.
  • Recommend overtime based on the day of the performance.
  • Provide day-of impact analysis for outages, staffing shortages, and other unplanned events.
  • Approve real-time requests for offline events.
  • Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
  • Stay current on internal policies and procedures.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Administration of intraday schedule changes.
  • Provides intraday reports as assigned by Senior/Supervisor/WFM head.


  • Strong analytical and organization skills, including trend analysis.
  • Proficient with time management.
  • Ability to plan, prioritize and organize effectively /detail-oriented
  • Demonstrated ability to work independently, take initiative, problem-solve, handle multiple tasks, and prioritize daily responsibilities.
  • Thorough knowledge in computer software. Proficient in Microsoft Office, as well as other related Applications.
  • Demonstrate flexibility to adapt quickly to departmental changes and conditions.
  • Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
  • Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
  • Excellent written and verbal communication skills are required to interface effectively with staff, management, and various other internal and external customers.
  • Regular, punctual, and consistent attendance
  • Ability to work in a team-oriented environment focused on cross-training and sharing workload responsibilities.
  • Ability to meet deadlines.
  • Ability to work outside of normal schedule with little or no notice.
  • Ability to perform the additional tasks as assigned.

Preferred Qualifications

  • Workforce Management experience
  • 1-year Contact Center Management tools experience
  • Experience in a fast-paced, high-pressure office environment.
  • Supervisory Role Experience. 

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