WFM Junior Resource Planning Analyst

At Transcom, it’s all about people and performance, and we’re looking for a Junior Resource Planner to support workforce planning, optimize staffing, and help ensure smooth daily operations. You’ll play a key role in analyzing data, supporting scheduling activities, and helping ensure the right people are in the right place at the right time to deliver excellent customer experience. If you're passionate about working with data, solving operational challenges, and contributing to efficient call center performance, apply today and join us!

Join our Transcom Team as a Junior Resource Planner!

Be at the heart of workforce planning and operational efficiency, ensuring the right people are in the right place at the right time. In this role, you will support scheduling, forecasting, and real-time management activities to help drive service level performance and smooth daily operations.

You’ll collaborate closely with operations teams to analyze data, support decision-making, and contribute to delivering excellent customer experience through effective resource planning.

In this role, you will:

• Support workforce planning activities including forecasting, scheduling, and capacity planning for call center operations.
• Monitor real-time performance and staffing levels to support service level targets and operational efficiency.
• Assist in creating, maintaining, and adjusting schedules based on business needs and volume fluctuations.
• Analyze historical data and performance trends to support planning accuracy and reporting.
• Track key metrics such as service level, adherence, occupancy, shrinkage, and AHT.
• Collaborate with operations and team leaders to ensure proper staffing and quick response to changes in demand.
• Support the preparation of daily, weekly, and monthly reports using Excel and other reporting tools.
• Contribute to continuous improvement initiatives within the workforce management function.
• Work rotational shifts; location is 5th Settlement.

What’s in it for YOU!

• Best salary in the market.
• Transportation provided.
• Medical and social insurance.
• Location in New Cairo.
• International and inclusive environment that makes you feel supported, encouraged, and welcome from day one.

To be successful in this role, the following is needed:

• English proficiency at B2 (Upper Intermediate) to C1 (Advanced) level.
• Strong analytical mindset with attention to detail and problem-solving abilities.
• Good command of Microsoft Office, especially Excel (formulas, pivot tables preferred).
• A university/college diploma or equivalent degree.
• 0–2 years of experience in workforce management, resource planning, data analysis, or a similar analytical role within a call center or BPO environment.
• Understanding of key call center KPIs such as SL, AHT, occupancy, adherence, and shrinkage is an advantage.
• Strong organizational and time management skills with the ability to work in a fast-paced environment.
• Ability to interpret data and support decision-making processes.
• Good communication and teamwork skills to coordinate with multiple stakeholders.
• A proactive attitude and willingness to learn workforce management tools and planning systems.

**What Life at Transcom is like!
**

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."