WFM Operations Specialist

თბილისი სრული განაკვეთი Majorel
ენები: ინგლისური
ადმინისტრაცია: მონაცემთა დამუშავების ოპერატორი

WFM Operations Specialist (m/f) in Tbilisi

We are looking for WFM (Workforce Management) Operations Specialist for our growing team in Tbilisi. In this position, you take on the following tasks:

Main Responsibilities

  • Creation and maintenance of scheduling according to the interval forecast while balancing out requirements of the client, the management and the employees
  • Control variations between staff available & required per interval and provides adjustment solutions
  • Data analysis and creation of statistics, charts and reports
  • Constant knowledge improvement in tasks and tools
  • Communication interface to employees
  • Work closely together with the WFM team and cover operational tasks during absences
  • Control of staffing and available resources while taking into account the forecast targets
  • Optimize the possible handled volume for all channels to ensure the forecast is met within predetermined KPIs and the optimal allocation of skills


  • Preferably business education /desirably work experience in service centers
  • Very good knowledge of MS Office, especially Excel (pivot, formulas, functions and graphs, etc.)
  • Preferably experience in scheduling and / or real time management
  • Experience with InVision or other planning software beneficial
  • Very good understanding of numerical reasoning and analytical thinking
  • Very good English skills (spoken and written), any other language is a plus (e.g. German)
  • High communication and interpersonal skills
  • High resilience and flexibility
  • Team orientation
  • Analytical, structured, result-oriented approach and a high level of initiative
  • Attention to detail and accuracy
  • Ability to analyze critical situations in the context of operational planning with the aim to present solutions
  • Ability to interpret complex contractual facts in regards to scheduling and real time management

Personal Responsibilities

  • Operates in the allocated area independently
  • Direct report to the responsible WFM Country Manager or Senior WFM Operations Specialist

We offer you

  • Attractive salary and health insurance
  • Positive working atmosphere in a motivated team
  • Personal and professional development
  • Best career opportunities in an international company

About us: Majorel came into being in January 2019 when Bertelsmann and Saham joined hands to create one of the world’s leading customer engagement businesses, with revenues of c. €1.2 billion. Majorel brings together Arvato CRM Solutions, Phone Group, Eco Outsourcing and Pioneers. Majorel is a global company with over 58,000 employees in 30 countries.

More information about Majorel can be found here: |

If you think you meet the requirements, please send your CV and letter of motivation in English language to including 13.04.2021. Please indicate position you are applying to in subject field.

The company promotes equal employment opportunities and supports the principle of equality in the workplace. Decisions are made based on the applicant's qualifications and not on the basis of race, skin color, nationality, religion, gender, age, sexual orientation, gender identity, marital status, or any other criterion, as stipulated in the Labor Code of Georgia.  

PLEASE NOTE: by submitting your application, you agree that it will be kept in our database for a period of 6 months.