WFM/RTM Lead - Workforce Management

Job Title: WFM/RTM Lead - Workforce Management (UAE)

Location: Al Ain, UAE

Salary: AED 8,000 per month (No accommodation or transport allowance)

Job Description:

About Our Organization: We are a leading BPO/Contact Center operations company in the UAE, delivering excellence in customer service across diverse industries.

Role Overview: We are seeking an experienced WFM/RTM Lead to manage forecasting, scheduling, and real-time operations for our contact center. You will be responsible for optimizing staffing levels to ensure service excellence while maintaining operational efficiency.

Key Responsibilities:

• Develop volume forecasts (call, chat, email) using historical trends, seasonality, and business inputs across all accounts
• Build and maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions
• Monitor real-time performance (service level, occupancy, adherence, AHT) and proactively intervene to address intraday deviations
• Manage intraday resource allocation, including break scheduling, overtime, and reallocation across queues/accounts
• Track and report schedule adherence and conformance, coordinating corrective actions with Team Leaders
• Conduct capacity planning and headcount modeling to support business growth, new client onboarding, and RFP sizing
• Coordinate with MIS for accurate, timely reporting of WFM KPIs and dashboards
• Manage leave planning, shift bidding, and schedule change requests
• Support SLA simulation and what-if scenario modeling for client requirements
• Maintain WFM tools, data integrity, and documentation of methodologies

Qualifications & Experience:

• Bachelor's degree in Business Administration, Statistics, Operations Management, or related field
• 3-5 years of workforce management/real-time management experience in a contact center or BPO environment
• Proven expertise in forecasting, scheduling, and capacity planning methodologies (Erlang C or equivalent)
• Experience with WFM tools/platforms (Genesys WFM, NICE, Vocalcom, Avaya, or equivalent)
• Advanced proficiency in Microsoft Excel; Power BI knowledge is a plus
• Strong analytical, problem-solving, and real-time decision-making skills

Language Requirements:

• Native Arabic (written and verbal) - MANDATORY
• Proficient English (written and verbal) - MANDATORY

Core Competencies:

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

Employment Details:

• Position Type: Full-Time
• Location: Al Ain, UAE
• Salary: AED 8,000 per month
• Note: No accommodation or transport allowance provided

Desired Candidate Profile

This role is ideal for:

• WFM/RTM professionals with BPO/contact center experience in the UAE or GCC region
• Individuals with strong forecasting and scheduling expertise
• Candidates who are bilingual in Arabic and English
• Those comfortable with AED 8,000 salary (fixed)
• Professionals ready to work in a fast-paced contact center environment