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Workforce Management Specialist
DMX HR CONSULTANCY
Dubai, UAE
Full Time
Mid
1 months ago
Workforce ManagementForecastingSchedulingCapacity PlanningMicrosoft ExcelVerint
Free
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Workforce ManagementForecastingScheduling
About the Role
DMX HR CONSULTANCY is seeking a detail-oriented Workforce Management Specialist to support workforce planning, forecasting, scheduling, and real-time management for a multi-channel contact center.
Key Skills for This Role
Workforce ManagementForecastingSchedulingCapacity PlanningMicrosoft ExcelVerint
Responsibilities
- Maintain workforce schedules and forecasting for contact center operations across multiple channels
- Prepare and manage call volume forecasts in 30 minute intervals
- Perform capacity planning, agent scheduling, telephony administration, workflow analysis, and workforce reporting
- Conduct intraday workforce management activities to ensure service level targets
- Monitor real time agent performance, occupancy, adherence, and utilization
- Collaborate with Operations and Team Leaders to allocate resources effectively
- Analyze volume trends, staffing variances, and performance metrics
- Coordinate with Operations, Quality Assurance, and Training teams to optimize workforce strategies
- Generate regular workforce management reports and dashboards
- Support continuous improvement initiatives related to workforce planning
Requirements
- Bachelor's degree in Business Administration, Statistics, Operations Management, or related field preferred
- 1 3 years of experience as a Workforce Management (WFM) Specialist in a Call Center or Customer Service environment
- Hands on experience with WFM tools such as Verint, Genesys, Aspect, Avaya, Blue Pumpkin, or similar
- Strong knowledge of Workforce Management principles, forecasting methodologies, and scheduling practices
- Advanced proficiency in Microsoft Excel and reporting tools
- Excellent communication and stakeholder management skills
- Fluent Arabic (Mandatory)
- Fluent English (Mandatory)
Full Job Posting
Job Summary
- We are seeking a detail oriented and analytical Workforce Management (WFM) Specialist to support workforce planning, forecasting, scheduling, and real time management activities for a multi channel contact center.
Key Responsibilities
- Maintain workforce schedules and forecasting for contact center operations across multiple channels, including voice, web chat, email, and other customer support channels.
- Prepare and manage call volume forecasts in 30 minute intervals to support operational planning.
- Perform capacity planning, agent scheduling, telephony administration, workflow analysis, and workforce reporting.
- Conduct intraday workforce management activities to ensure service level targets are achieved.
- Monitor real time agent performance, occupancy, adherence, and utilization, proactively recommending solutions to improve productivity.
- Collaborate with Operations and Team Leaders to allocate resources effectively based on business requirements and contractual service levels.
- Analyze volume trends, staffing variances, and performance metrics to provide actionable recommendations for schedule and staffing adjustments.
- Coordinate with Operations, Quality Assurance, and Training teams to optimize workforce strategies and improve operational efficiency.
- Generate regular workforce management reports and dashboards for management review.
- Support continuous improvement initiatives related to workforce planning, forecasting accuracy, and resource optimization.
Required Skills & Qualifications
- Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field preferred.
- Strong knowledge of Workforce Management principles, forecasting methodologies, and scheduling practices.
- Experience working with WFM tools such as Verint, Genesys, Aspect, Avaya, Blue Pumpkin (BP), or other industry standard WFM platforms.
- Strong analytical and problem solving skills.
- Advanced proficiency in Microsoft Excel and reporting tools.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast paced contact center environment.
- Strong attention to detail and organizational skills.
Preferred Qualifications
- Experience managing workforce operations in a multi channel contact center.
- Knowledge of service level management, shrinkage planning, occupancy management, and forecasting models.
- Experience with real time monitoring and intraday management activities.
Location
- Qatar
Employment Type
- Full Time
Languages Required
- Fluent Arabic (Mandatory)
- Fluent English (Mandatory)
Experience Required
- 1–3 years of experience as a Workforce Management (WFM) Specialist in a Call Center or Customer Service environment.
- Hands on experience with Workforce Management tools such as Verint, Genesys, Aspect, Avaya, Blue Pumpkin (BP), or similar platforms.
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