Tatu City

Special Economic Zone for industrial development

Workforce Management Real Time Specialist

Customer Experience & SupportConfirmed live in the last 24 hours

Full-timeTatu City, KenyaNo salary listedIn-person

About the Job

Requirements

A Bachelor's degree or Associate (AA) degree from an accredited institution.
At least 3 years of workforce management experience in a large contact center environment.
Proficiency with Microsoft Office Suite, including Outlook, Excel, Teams, Word, and PowerPoint.
Ability to work in a fast-paced, dynamic environment with shifting priorities.
Strong attention to detail and analytical skills, with the ability to manage multiple tasks effectively.
Strong written and verbal communication skills.
Ability to work independently and collaboratively.

Responsibilities

Live-monitor contact center queues, agent activities, and daily staffing coverage.
Monitor real-time schedule adherence and proactively address concerns as they arise.
Manage contact center shrinkage and prepare schedule-adherence reports.
Provide management with daily workforce performance reports.
Process schedule change requests and make recommendations based on current coverage needs.
Administer user and group roles to support optimal contact center performance.
Maintain records of attendance incidents and analyze trends.
Document workforce management procedures, implementation plans, rules, and related programs.
Support the workforce management and operations teams with real-time insights and intraday adjustments.
Perform additional duties as required.

Desired Qualifications

Prior experience with workforce management platforms, especially Genesys PureCloud.

Workforce Management Real Time Specialist

Tatu City · Tatu City, Kenya · — · Posted 2025-09-17

Workplace: on_site

Description

We are looking for a Workforce Management Real-Time Specialist to join our team in Tatu City and support our Call Center operations. In this role, you will be responsible for monitoring real-time performance, ensuring schedule adherence, and optimizing staffing levels to maintain service standards across all channels. This role requires strong analytical skills, attention to detail, and the ability to respond quickly in a fast-paced environment.

Responsibilities

Live-monitor Contact Center queues, agent activities, and daily staffing coverage.
Monitor real-time adherence to schedules and proactively address any areas of concern as they arise.
Manage contact center shrinkage and prepare reports on schedule adherence.
Provide management with daily reports on workforce performance.
Process schedule change requests and make informed recommendations based on current coverage needs.
Administer user and group roles to support optimal contact center performance.
Maintain ongoing records of attendance incidents and analyze trends.
Document workforce management procedures, implementation plans, rules, and related programs.
Support the WFM and operations teams with real-time insights and intraday adjustments.
Perform additional duties as required.

Requirements

Bachelor’s degree or Associate (AA) degree from an accredited institution.
Minimum of 3+ years of workforce management experience in a large contact center environment.
Prior experience with Workforce Management platforms, especially Genesys PureCloud, is preferred.
Proficiency in Microsoft Office Suite (Outlook, Excel, Teams, Word, PowerPoint).
Ability to work in a fast-paced, dynamic environment with shifting priorities.
Excellent attention to detail, strong analytical skills, and the ability to manage multiple tasks effectively.
Strong written and verbal communication skills.
Proactive and self-motivated, with the ability to work both independently and collaboratively.

Apply

Apply at Tatu City

About the Company

Tatu City

Special Economic Zone for industrial development

Tatu City develops Kenya’s first operational Special Economic Zone (SEZ) and a 5,000-acre mixed-use city created by Rendeavour. It provides infrastructure-ready plots and fully developed spaces across industrial, residential, office, and educational uses within an SEZ designed to ease permits and services for businesses, backed by international investors. It differentiates itself by offering a government-recognized SEZ plus a complete ecosystem—homes, offices, schools, and recreation—within one regulated, long-term project. Its goal is to accelerate Kenya’s economic growth by attracting investment and enabling companies to set up, hire people, and expand, aligned with Vision 2030.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Nakuru, Kenya
Founded: 2008

Recently Posted Jobs

Explore more opportunities at Tatu City

See more jobs