At Jisr, you’ll enjoy a welcoming and casual environment, company retreats, and the ability to interact with and learn from a growing Startup. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues.

 

Responsibilities:

• Workforce Planning & Forecasting: Leverage historical data and business insights to predict support volume trends and ensure optimal staffing coverage.

• Scheduling & Real-Time Management: Create agent schedules that align with service level targets and adapt workforce allocation in real-time to meet demand fluctuations.

• Performance Monitoring & Optimization: Monitor key workforce metrics (e.g., response time, occupancy, adherence) and implement strategies to enhance efficiency and service quality.

• Data Analysis & Reporting: Generate and interpret reports on workforce performance, ticket trends, and operational bottlenecks to drive continuous improvement.

• Process & Tool Enhancement: Manage and refine Workforce Management (WFM) tools and methodologies, recommending improvements to increase accuracy and automation.

• Collaboration & Stakeholder Engagement: Partner with support leadership, HR, and operations teams to align workforce strategies with overall business goals

 Qualifications:

- 2+ years of workforce management experience in customer support.
- Proficiency in WFM tools (e.g., Verint, NICE, Playvox). - Strong analytical & problem-solving skills with a data-driven mindset.
- Experience in SaaS or tech environments is a plus.
- Familiarity with customer support metrics and platforms (e.g., Zendesk, HubSpot).
- Fluent in English (spoken and written)

Note: The candidate must be available to work during standard business hours in the GMT+3 time zone.