Workforce Management Specialist

Workforce Management Specialist – Contact Center

Dubai, UAE

Overview

We are looking for a skilled WFM Specialist to join our Contact Center team and drive operational excellence through effective workforce planning.

Key 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 a WFM specialist in a Contact Center environment (mandatory).
• Hands‑on experience in forecasting, scheduling, and capacity planning.
• Strong unders...