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Workforce Management Specialist

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Sofia Stars is an operational company specializing in customer support, risk management, KYC, and related services. We are growing tremendously, and are seeking a dynamic and dedicated individual to join our team as a Workforce Management Specialist.

Role in a nutshell:

Managing service levels for the contact center across departments, products and locations on a real-time basis. Providing real-time mitigations to handle volumes based on agreed staffing, queue management and outage procedures.


✔️ Being in charge for short-term intraday forecasting for Volume and Average Handling Time;

✔️ Being in charge for Shrinkage and Attrition trending;

✔️ Responsible for processing all scheduling requests included in the scheduling policies;

✔️ Responsible for maintaining schedules in the Payroll system and internal scheduling files for Operations;

✔️ Responsible for weekly intraday plan discussion with internal and external stakeholders;

✔️ Continuous improvement on the intraday plan process.


✔️ Ability to create schedules based on the business needs;

✔️ Middle to advanced MS Excel skills;

✔️ Basic to advanced knowledge on contact centre KPls;

✔️ High attention to detail;

✔️ Problem-solving skills and proactiveness;

✔️ High communicativeness across different levels.

Why Sofia Stars?

✔️ Official employment with comprehensive medical insurance;

✔️ Competitive salary and enticing bonus structure;

✔️ Thrive in a dynamic, international company environment;

✔️ Enjoy birthday presents and other special gifts;

✔️ Opportunities for career advancement and professional development;

✔️ Access to sports facilities (through Multisport) and team-building activities;

✔️ Work in a sunny, spacious office with ample amenities;

✔️ Receive thoughtful gifts for weddings and newborns;

✔️ Generous annual vacation days and maternity leave support;

✔️ Indulge in breakfast, food vouchers, fruits, and snacks onsite.

Apply Now

Our recruitment team will check your CV and Portfolio
in a few days. Sometimes it takes more time, so please be patient; we will contact you as soon as possible.

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