Workforce Management Real-Time Specialist

Role overview

Tatu City is hiring a Workforce Management Real-Time Specialist to support its call center operations in Kiambu, Kenya. The role focuses on live performance monitoring, schedule adherence, and staffing optimization so service targets are consistently met across all channels. Success in this position calls for strong analytical thinking, a sharp eye for detail, and the ability to act quickly in a busy environment.

Key responsibilities

• Track contact center queues, agent activity, and day-to-day staffing coverage in real time.
• Watch adherence to scheduled shifts and step in quickly when issues begin to develop.
• Oversee contact center shrinkage and produce adherence-related reports.
• Share daily workforce performance updates with management.
• Review schedule change requests and provide recommendations based on current coverage needs.
• Manage user and group role assignments to help maintain strong contact center performance.
• Keep detailed records of attendance incidents and review patterns over time.
• Document workforce management processes, implementation plans, operating rules, and related programs.
• Assist the WFM and operations teams with intraday updates and real-time operational decisions.
• Handle other assigned tasks as needed.

Requirements

• A bachelor’s degree or an associate degree from an accredited institution.
• At least 3 years of workforce management experience in a large contact center setting.
• Experience using workforce management tools, with Genesys PureCloud preferred.
• Comfort using Microsoft Office applications, including Outlook, Excel, Teams, Word, and PowerPoint.
• Ability to perform well in a fast-moving environment where priorities can change quickly.
• Strong analytical ability, high attention to detail, and the capacity to manage several tasks at once.
• Clear written and spoken communication skills.
• A proactive, self-driven approach with the ability to work alone or as part of a team.

Additional information

This is a full-time, onsite role based in Tatu City, Kiambu, Kenya. The source does not specify salary, benefits, start date, or number of openings.