Lead, 24/7 Customer Care Workforce Management

TAQA Distribution; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

TAQA Distribution is seeking a Lead, Customer Care Workforce Management to drive strategic workforce planning and scheduling for 24/7 customer services. The role supports efficient operations, staff management, quality improvement, and cross-functional collaboration to enhance satisfaction and productivity.

Key responsibilities include coordinating WFM strategies, monitoring KPIs, producing performance reports, and developing training programs to improve staff capabilities while ensuring

Qualifications

• Bachelor's degree in business administration or equivalent.
• 6-9 years of relevant working experience
• Master's degree in business administration or equivalent preferred.

Responsibilities

• Assist in executing workforce management strategies aligned with Customer Services goals.
• Support daily scheduling and staffing to meet service level agreements and demand.
• Coordinate functions and resources within the Workforce Management team for optimum performance.
• Collaborate with other departments to align workforce management initiatives.
• Monitor KPIs and provide insights to enable decision-making by management.
• Prepare performance reports highlighting progress and areas for improvement.
• Supervise and evaluate staff within the workforce team to ensure adherence to policies.
• Contribute to training programs to enhance staff skills and performance.
• Ensure customer-facing transactions align with the customer strategy and deliver timely service.
• Address customer needs and requests to ensure a positive experience.
• Forecast workloads to anticipate demand and adjust staffing levels.

Education

Bachelor's degree in business administration or equivalent

Master's degree in business administration or equivalent

Job description

TAQA Distribution is seeking a Lead, Customer Care Workforce Management to drive strategic workforce planning and scheduling for 24/7 customer services. The role supports efficient operations, staff management, quality improvement, and cross-functional collaboration to enhance satisfaction and productivity.

Key responsibilities include coordinating WFM strategies, monitoring KPIs, producing performance reports, and developing training programs to improve staff capabilities while ensuring