WFM/RTM Lead - Workforce Management

Job Title: WFM/RTM Lead - Workforce Management (UAE)

Location: Al Ain, UAE

Salary: AED 8,000 per month (No accommodation or transport allowance)

Job Description:

About Our Organization:

We are a leading BPO/Contact Center operations company in the UAE, delivering excellence in customer service across diverse industries.

Role Overview:

We are seeking an experienced WFM/RTM Lead to manage forecasting, scheduling, and real-time operations for our contact center. You will be responsible for optimizing staffing levels to ensure service excellence while maintaining operational efficiency.

Key Responsibilities:

• Develop volume forecasts (call, chat, email) using historical trends, seasonality, and business inputs across all accounts

• Build and maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions

• Monitor real-time performance (service level, occupancy, adherence, AHT) and proactively intervene to address intraday deviations

• Manage intraday resource allocation, including break scheduling, overtime, and reallocation across queues/accounts

• Track and report schedule adherence and conformance, coordinating corrective actions with Team Leaders

• Conduct capacity planning and headcount modeling to support business growth, new client onboarding, and RFP sizing

• Coordinate with MIS for accurate, timely reporting of WFM KPIs and dashboards

• Manage leave planning, shift bidding, and schedule change requests

• Support SLA simulation and what-if scenario modeling for client requirements

• Maintain WFM tools, data integrity, and documentation of methodologies
  

Qualifications & Experience:

• Bachelor's degree in Business Administration, Statistics, Operations Management, or related field

• 3-5 years of workforce management/real-time management experience in a contact center or BPO environment

• Proven expertise in forecasting, scheduling, and capacity planning methodologies (Erlang C or equivalent)

• Experience with WFM tools/platforms (Genesys WFM, NICE, Vocalcom, Avaya, or equivalent)

• Advanced proficiency in Microsoft Excel; Power BI knowledge is a plus

• Strong analytical, problem-solving, and real-time decision-making skills

Language Requirements:

• Native Arabic (written and verbal) - MANDATORY

• Proficient English (written and verbal) - MANDATORY

Core Competencies:

• Forecasting & Capacity Planning

• Scheduling & Intraday Management

• Real-Time Performance Monitoring

• Data-Driven Decision Making

• Cross-Functional Coordination

Employment Details:

• Position Type: Full-Time

• Location: Al Ain, UAE

• Salary: AED 8,000 per month

• Note: No accommodation or transport allowance provided

Desired Candidate Profile

This role is ideal for:

• WFM/RTM professionals with BPO/contact center experience in the UAE or GCC region

• Individuals with strong forecasting and scheduling expertise

• Candidates who are bilingual in Arabic and English

• Those comfortable with AED 8,000 salary (fixed)

• Professionals ready to work in a fast-paced contact center environment

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