WFM coordinator

Tabby; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Job summary

A fintech company is looking for a WFM Coordinator to optimize contact center staffing and performance. You will analyze real-time data, adjust schedules, and provide management reports. Candidates should have a Bachelor's degree and 2+ years of experience in workforce management, proficiency in relevant WFM systems, and strong analytical skills. The role contributes to ensuring efficient service delivery in a fast-paced environment, making it suitable for dynamic professionals.

Qualifications

• 2+ years of experience in workforce management
• Ability to work in a fast-paced environment
• Knowledge of contact center processes and metrics

Responsibilities

• Monitor and manage contact center performance
• Track agents’ performance and productivity
• Create and adjust shifts for customer support agents
• Provide reports on contact center performance

Skills

WFM system proficiency

Microsoft Excel

Analytical skills

Problem-solving skills

Communication skills

Collaboration skills

Education

Bachelor's degree in a relevant field

Job description

The WFM Coordinator is responsible for monitoring and analyzing real-time contact center performance to ensure optimal staffing levels and service levels are met. This includes monitoring and analyzing call volume, agent availability and other key metrics to make real-time adjustments to staffing and scheduling as needed. The WFM Coordinator also provides regular reports and analysis to management to help identify trends and opportunities for improvement. The WFM Coordinator will report to the WFM Lead and work closely with the customer support team to ensure that customer support is delivered in a timely and efficient manner.

• Application Deadline: February 04, 2026
• Department: CX Analytics
• Employment Type: Full Time
• Location: Egypt
• Workplace type: Onsite
• Reporting To: Pavlos Vasilakis

Key Responsibilities

• Monitor and manage the real-time contact center performance and make staffing adjustments as needed to meet service level goals
• Taking action during the day when actual performance is different from the assumptions used to create the forecast and/or schedule
• Re‑planning staffing and scheduling for the near‑term period
• Track agents’ performance and productivity, providing feedback, and identifying areas for improvement. Tracking agents’ working time, managing time‑off requests, and calculating pay and benefits.
• Create and adjust shifts, breaks and all non-productive activities schedule for all customer support agents on a weekly basis via WFM system taking into account the needs of businesses and agents’ preferences
• Create and adjust training schedules for all customer support agents on a regular basis via WFM system based on TD, OPS and QA requests taking into account line availability
• Analyze call volume, agent availability, adherence and other key metrics to identify trends and opportunities for improvement
• Provide regular reports and analysis to management on contact center performance
• Monitor the relevance of agents’ profile, skills and attendance
• Collaborate with workforce management team to ensure accurate forecasting and scheduling
• Collaborate with other departments to ensure alignment of staffing and scheduling with business needs

Job Requirements

• Bachelor's degree in a relevant field (e.g. math, statistics, business)
• 2+ years of experience in WFM
• Proficiency in WFM system and Microsoft Excel
• Ability to work in a fast‑paced, dynamic environment and adapt to changing priorities
• Knowledge of contact center processes and metrics
• Strong analytical and problem‑solving skills
• Strong communication and collaboration skills to work effectively with cross‑functional teams

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.

The company’s flagship offering allows shoppers to split their payments online and in‑store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

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