Workforce Analyst - Contact Center
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Key skills for this role
About the Role
XAD Technologies is looking for a Workforce Management Analyst to handle forecasting, scheduling, and workforce optimization for contact center operations. The role requires 3-5 years of WFM experience, advanced Power BI and Excel skills, and the ability to work in a shift-based environment.
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
- 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
- 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 (Verint, NICE IEX, Aspect, Genesys WFM, Calabrio, or similar)
- Advanced Power BI and MS Excel skills
- Flexibility to work in a shift based environment
Full Job Posting
Role Overview
- The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure SLAs, operational efficiency, and cost targets across all 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.
- Ensure staffing alignment across multiple LOBs, skill groups, and operational hours.
- Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness.
- Monitor intraday performance and provide real time corrective recommendations.
- Analyze AHDT 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.
- Communicate workforce risks and mitigation plans proactively.
- Support budgeting, manpower cost forecasting, and workforce financial planning.
Qualifications & Experience
- Bachelor's 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.
Compensation
- Pay: AED 8,000 AED 9,000 per month.
- Company provided visa, health insurance, and yearly airfare.
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