WFM Analyst - Contact Center
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Key skills for this role
About the Role
Xad Technologies is seeking a Workforce Management (WFM) Analyst for contact center operations in Dubai. The role involves forecasting, scheduling, capacity planning, and workforce optimization to meet SLAs and cost targets.
Key Skills for This Role
Responsibilities
- Develop short term and long term call volume forecasts using historical trends, seasonality, and business drivers
- Create optimized agent schedules aligned with forecasted demand and service level requirements
- Monitor intraday performance and provide real time corrective recommendations
- Analyze AHDT and identify operational improvement opportunities
- Deliver high quality dashboards, reports, and workforce insights to Operations and Planning leadership
- Support budgeting, manpower cost forecasting, and workforce financial planning
Requirements
- Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management, or related discipline
- 3 5 years of Workforce Management experience in contact center / telecom operations
- Proven expertise in forecasting, scheduling, and workforce performance analytics
- Hands on experience with WFM tools and workforce planning systems
- Advanced Power BI (dashboards, DAX, data modeling)
- Advanced MS Excel (Pivot Tables, Power Query, Macros, forecasting models)
- Working knowledge of MS Access
- Strong PowerPoint skills for executive reporting
Full Job Posting
Role Overview
- The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure Service Level Agreements (SLAs), operational efficiency, and cost targets are achieved across all Lines of Business (LOBs), channels, and sites.
Key Duties & Responsibilities
- Develop short term and long term call volume forecasts using historical trends, seasonality, and business drivers
- Create optimized agent schedules aligned with forecasted demand and service level requirements
- Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness
- Monitor intraday performance and provide real time corrective recommendations
- Analyze AHDT (Average Handling & Dialing Time) and identify operational improvement opportunities
- Track and report key WFM metrics including SLA, occupancy, shrinkage, adherence, utilization, and productivity
- Deliver high quality dashboards, reports, and workforce insights to Operations and Planning leadership
- Prepare executive presentations and performance packs for weekly/monthly business reviews
- Act as a coordination focal point between Operations, WFM Planning, RTM, and outsource partners
- Support budgeting, manpower cost forecasting, and workforce financial planning
- Monitor OPEX impact through productivity improvement initiatives and staffing model optimization
- Evaluate vendor/partner performance against productivity, SLA, and contractual KPIs
Qualifications & Experience
- Bachelors Degree in Business Administration, Statistics, Mathematics, Operations Management, or a related discipline
- 3–5 years of Workforce Management experience in contact center / telecom operations
- Proven expertise in forecasting, scheduling, and workforce performance analytics
- Hands on experience with WFM tools and workforce planning systems
Technical Skills
- Advanced Power BI (dashboards, DAX, data modeling)
- Advanced MS Excel (Pivot Tables, Power Query, Macros, forecasting models)
- Working knowledge of MS Access (database/reporting)
- Strong PowerPoint skills for executive reporting
Behavioral Competencies
- Strong analytical and strategic thinking capability
- High resilience and ability to work under pressure in a fast paced environment
- Strong stakeholder management and cross functional collaboration skills
- Flexibility to work in a shift based environment
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