| Job Location | Al Ain, United Arab Emirates (UAE) |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Telecom, ISP |
| Functional Area | Not Mentioned |
Roles & ResponsibilitiesJob Title: WFM/RTM Lead - Workforce Management (UAE)Location: Al Ain, UAESalary: 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 accountsBuild and maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptionsMonitor real-time performance (service level, occupancy, adherence, AHT) and proactively intervene to address intraday deviationsManage intraday resource allocation, including break scheduling, overtime, and reallocation across queues/accountsTrack and report schedule adherence and conformance, coordinating corrective actions with Team LeadersConduct capacity planning and headcount modeling to support business growth, new client onboarding, and RFP sizingCoordinate with MIS for accurate, timely reporting of WFM KPIs and dashboardsManage leave planning, shift bidding, and schedule change requestsSupport SLA simulation and what-if scenario modeling for client requirementsMaintain WFM tools, data integrity, and documentation of methodologiesQualifications & Experience:Bachelor's degree in Business Administration, Statistics, Operations Management, or related field3-5 years of workforce management/real-time management experience in a contact center or BPO environmentProven 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 plusStrong analytical, problem-solving, and real-time decision-making skillsLanguage Requirements:Native Arabic (written and verbal) - MANDATORYProficient English (written and verbal) - MANDATORYCore Competencies:Forecasting & Capacity PlanningScheduling & Intraday ManagementReal-Time Performance MonitoringData-Driven Decision MakingCross-Functional CoordinationEmployment Details:Position Type: Full-TimeLocation: Al Ain, UAESalary: AED 8,000 per monthNote: No accommodation or transport allowance providedDesired Candidate ProfileThis role is ideal for:WFM/RTM professionals with BPO/contact center experience in the UAE or GCC regionIndividuals with strong forecasting and scheduling expertiseCandidates who are bilingual in Arabic and EnglishThose comfortable with AED 8,000 salary (fixed)Professionals ready to work in a fast-paced contact center environment.
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