Call Center Specialist – Workforce Management

About the role

Alpha Bank is seeking an analytical and results‑driven Call Center Specialist to lead end‑to‑end Workforce Management for its Contact Center. You will align call demand with capacity across multiple customer segments, ensuring efficient operations and high service performance.

Key responsibilities

• Develop demand forecasting models and capacity plans, incorporating shrinkage, occupancy, and service‑level targets.
• Design and manage shift schedules for multiple queues and customer segments.
• Monitor real‑time activity, perform intraday management, and reallocate agents dynamically.
• Track and manage KPIs such as Service Level, Answer Rate, AHT, FCR, and Abandonment Rate.
• Leverage advanced Workforce Management tools and AI‑driven forecasting to improve accuracy.
• Continuously optimize staffing models to support growth and new segments.
• Collaborate with Team Leaders, Supervisors, and stakeholders for smooth daily operations.

Required profile

• Bachelor’s degree in Business Administration, Mathematics, Statistics, or a related field.
• Minimum 3 years of experience in Workforce Management or Call Center Operations.
• Proven experience in real‑time monitoring, scheduling, and intraday management in a multi‑queue environment.
• Strong understanding of contact‑center KPIs and performance drivers.
• Fluency in English and Greek, both written and verbal.
• Ability to thrive in a fast‑paced environment and manage multiple priorities.

Required skills

• Workforce Management tools such as NICE, Genesys, Verint.
• Advanced Excel proficiency and reporting tools.

What we offer

• A collaborative, learning‑focused culture that encourages initiative.
• Opportunities for continuous development and career growth within a leading Greek bank.