Workforce Management Specialist
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Key skills for this role
About the Role
Seeking a Workforce Management Specialist to optimize forecasting, scheduling, and capacity planning in a Contact Center, requiring strong analytical skills and WFM tool knowledge.
Key Skills for This Role
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Overview
We’re Hiring – WFM (Workforce Management Specialist) | Contact Center | Dubai, UAE
Are you passionate about planning, forecasting, and optimizing workforce efficiency?
We are looking for a skilled
Wfm Specialist
to join our Contact Center team and drive operational excellence through effective workforce planning.
�
Dubai, UAE
- � 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
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