Location
dubai
Job Type
Full-time
Posted
May 29, 2026
Job Description
About the Role
The Workforce Management (WFM) role is crucial in ensuring that our Contact Center operates efficiently. This position involves forecasting, capacity planning, and scheduling to meet service level agreements (SLAs).
Responsibilities
- Prepare forecasting, capacity planning, and scheduling for Contact Center operations
- Analyse historical data to predict call volumes and staffing requirements
- Create and manage optimized staff schedules to meet SLAs
- Monitor intraday performance and coordinate with RTA for real-time adjustments
- Track shrinkage, occupancy, and utilization to improve efficiency
- Generate WFM reports and provide insights to stakeholders
Qualifications
- Minimum 2+ years of experience as WFM in a Contact Center environment (mandatory)
Required Skills
- Hands-on experience in forecasting, scheduling, and capacity planning
- Stro...