WFM Forecasting & Scheduling Analyst – CED Tunisia

About CED Tunisia

CED Tunisia is part of CED Group, a leading European provider of claims management and loss adjusting services. With over 1,500 professionals across 14 countries, CED Group helps insurers, corporates, property managers, and public institutions protect and restore value for citizens across Europe.

Since its establishment in 2019, our Tunis office has been a strategic hub for the Group, driving the development, structuring, and optimization of CED’s international services. Our team plays a pivotal role in delivering high-quality, people-centered solutions that impact clients across Europe.

At CED, we believe in:

• Innovation & Initiative – every team member is encouraged to contribute ideas and solutions

• Collaboration & Team Spirit – success is built together, across borders and departments

• Excellence & Reliability – we are committed to delivering top-quality services for our clients

Joining CED Tunisia means being part of a fast-growing, international team where your work directly contributes to shaping the future of claims management in Europe.

Role Overview

As a WFM Forecasting & Scheduling Analyst, you will ensure optimal workforce planning to deliver excellent service to our clients. You will forecast contact volumes, create efficient schedules, monitor real-time performance, and provide insights to management, all while supporting a collaborative and high-performing environment.

Key Responsibilities

• Forecast inbound contact volumes and staffing requirements based on historical data, trends, and business needs

• Build, maintain, and optimize schedules to meet service level targets and operational objectives

• Monitor real-time performance, queue activity, and schedule adherence

• Reallocate resources proactively to manage fluctuations in demand

• Identify potential staffing shortages and implement contingency plans

• Maintain schedule accuracy by updating absences, leaves, off-phone activities, and operational changes

• Generate and analyze interval, daily, weekly, and monthly performance reports

• Communicate insights and recommendations clearly to operations and management

• Promote teamwork, reliability, and a positive work culture

• Ensure compliance with schedules while maintaining high levels of service quality and customer satisfaction

Profile & Requirements

• University degree required

• Strong analytical and numerical skills

• Excellent computer skills (Excel proficiency essential; knowledge of WFM tools is a plus)

• Fluent in English and French (written and spoken)

• Strong attention to detail and adherence to procedures

• Excellent communication and organizational skills

• Ability to thrive in a fast-paced, international, data-driven environment

• Proactive mindset with a team-oriented attitude