Job Summary
Job Title: Workforce Admin (Call Center Operations)
About Call Café:
With 30 years of leadership in the fast food takeaway industry, Call Café has developed Pakistan’s most advanced order-taking and customer service system for takeaways. As we continue to grow, we're looking for a dynamic and detail-oriented Workforce Admin to help manage agent performance, shift scheduling, and daily staffing efficiency across our operations.
Role Overview:
The Workforce Admin plays a crucial role in keeping our call center running smoothly. This position involves scheduling shifts, monitoring attendance, managing agent availability, and ensuring optimal staffing levels for efficient call flow during peak and non-peak hours.
Role and Responsibilities:
- Create and manage agent schedules to meet service level requirements
- Track attendance, late arrivals, and absences and maintain workforce logs
- Monitor live agent status and shift adherence
- Coordinate breaks and shift changes to maintain coverage
- Generate reports on staffing efficiency and performance trends
- Work closely with Team Leaders and QA to manage productivity and resolve staffing issues
- Support hiring or onboarding by forecasting manpower needs.
Required Skills
What We’re Looking For:
- Strong organizational and planning skills
- Basic understanding of workforce planning in a call center environment
- Proficient in using computers, especially Excel or other scheduling tools
- Excellent communication skills and ability to coordinate with different teams
- Responsible, proactive, and quick at solving real-time problems
- Must be available for evening or night shifts, on-site
- Must have at least 2 years experience of administration
What We Offer:
- Salary between Rs. 20,000 to Rs. 50,000 per month
- Growth opportunities in workforce and operations management
- A collaborative and professional work environment
- The chance to be part of a rapidly growing company in the food service industry
Location: Sharah-e-Faisal, Karachi
Shifts: Evening & Night Shifts | 6 Days a Week
Type: On-Site | Full-Time Positions Available
Salary Range: Rs. 25,000 – Rs. 50,000 per month