WFM/RTM Lead

WFM/RTM Lead - Workforce Management | Al Ain, UAE

We're hiring a WFM/RTM Lead to join our contact center operations team in Al Ain, UAE ! 🌟

If you excel at forecasting, scheduling, and real-time operations , this is your chance to lead workforce optimization in a dynamic BPO environment!

🎯 Role Overview

The WFM/RTM Lead is responsible for forecasting, scheduling, and real-time management of contact center resources to ensure service levels, occupancy, and productivity targets are consistently met.

📋 Key Responsibilities:

• 📊 Forecast volumes (call, chat, email) using historical trends, seasonality & business inputs
• 📅 Build & maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions
• ⚡ Monitor real-time performance (service level, occupancy, adherence, AHT) and intervene proactively on intraday deviations
• 🔄 Manage intraday resource allocation — break scheduling, overtime, and queue rebalancing across accounts
• 📈 Track & report schedule adherence/conformance, coordinate corrective actions with Team Leaders
• 🧮 Conduct capacity planning & headcount modeling for business growth, new client onboarding & RFP sizing
• 🤝 Coordinate with MIS for accurate, timely WFM KPI reporting and performance dashboards
• 📝 Manage leave planning, shift bidding & schedule change requests
• 🔮 Support SLA simulations & what-if scenario modeling
• 🛠️ Maintain WFM tools , data integrity & documentation of forecasting/scheduling methodologies

✅ Requirements

🎓 Education: Bachelor's degree in Business Administration, Statistics, Operations Management, or related field

⏳ Experience: Minimum 5 years WFM/RTM in BPO/Contact Center

🧮 Forecasting: Proven expertise in Erlang C or equivalent methodology

💻 WFM Tools: Genesys WFM, NICE, IEX, Verint, Vocalcom, Avaya, or equivalent

📊 Excel: Advanced proficiency; Power BI is a plus

🧠 Skills: Strong analytical, problem-solving & real-time decision-making

🗣️ Languages: Native Arabic + Fluent English (Mandatory - written & verbal)

⭐ Core Competencies

• Forecasting & Capacity Planning
• Scheduling & Intraday Management
• Real-Time Performance Monitoring
• Data-Driven Decision Making
• Cross-Functional Coordination

💼 Employment Details

Reports To: Head of WFM / RTM, Operations Manager

Location: Al Ain, UAE

Employment Type: Full-Time

Salary: AED 8,000/month

Benefits: Standard company benefits