Workforce Executive – eSal

Administration & Office Support, Human Resources & Recruitment
Accra
August 6, 2026
Full Time
Urgent
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Job Description

JOB PURPOSE

The Workforce Executive is responsible for supporting the planning, scheduling, forecasting, and real-time management of contact centre resources across all e.SERVICES Africa Limited (eSAL) client accounts and workstreams. The role ensures optimal workforce utilisation by forecasting contact demand, developing and maintaining efficient agent schedules, monitoring real-time adherence and service levels, and delivering accurate workforce reporting and analysis. Working closely with Operations, Talent Acquisition, Training, and other stakeholders, the Workforce Executive provides data-driven insights and workforce recommendations that enable the business to consistently achieve client service level agreements (SLAs), operational targets, and cost-effective service delivery.

Key Responsibilities

  • Develop and maintain accurate workforce forecasts to support staffing requirements, resource planning, and operational demand across eSAL workstreams.
  • Create, manage, and optimise agent schedules to ensure effective resource utilisation, schedule efficiency, and achievement of service level targets.
  • Monitor real-time contact centre performance, including agent adherence, queue performance, occupancy, and workforce availability, while implementing timely corrective actions where required.
  • Analyse operational performance metrics and workforce KPIs to identify trends, risks, and opportunities for improvement.
  • Prepare accurate workforce reports, dashboards, and data insights using WFM systems, ACD platforms, and reporting tools to support business decision-making.
  • Collaborate with Operations and cross-functional teams to provide workforce insights, support operational planning, and ensure client service requirements are achieved.
  • Maintain workforce data accuracy, reporting governance, documentation standards, and compliance with company policies, client requirements, and applicable regulations.
  • Support assigned administrative and vendor coordination activities to ensure smooth workforce operations and employee support services.

Key Requirements

  • Minimum of a Bachelor’s Degree in Statistics, Mathematics, Economics, Business Administration, Information Technology, or a related field.
  • Minimum of 3–5 years’ experience in Workforce Management (WFM), Management Information Systems (MIS), Resource Planning, Contact Centre Operations, or Workforce Analytics.
  • Experience working within a BPO or contact centre environment is an added advantage.
  • Certification in Workforce Management, Data Analytics, or a recognised Workforce Management platform is an added advantage.
  • Working knowledge of workforce management principles, forecasting, scheduling, and contact centre performance metrics.

Required Skills

  • Workforce forecasting and capacity planning.Workforce scheduling and real-time management.
  • Advanced Microsoft Excel (Pivot Tables, XLOOKUP, INDEX-MATCH, Power Query, formulas and dashboards).
  • Proficiency in Microsoft Office Suite (Excel, Word and PowerPoint).
  • Experience using Workforce Management (WFM) systems and reporting tools.
  • Knowledge of ACD/telephony platforms, CRM systems, and reporting applications.
  • Data analysis, reporting, dashboard development, and data visualisation.
  • Strong mathematical, statistical, and analytical skills.
  • Understanding of contact centre KPIs, including Service Level, Occupancy, Shrinkage, Schedule Adherence, Forecast Accuracy, and Productivity.
  • Knowledge of resource planning methodologies and workforce optimisation techniques.
  • Basic understanding of employment legislation and contractual obligations relating to workforce scheduling.

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