Senior Workforce Planning & Forecasting Lead

National Bank of Ras Al-Khaimah PJSC; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Workforce Management Analyst to optimize contact center operations through effective scheduling, forecasting, and staffing. The role requires at least 4 years of experience in Workforce Management and a Bachelor's degree in finance/accounting or a relevant field. The ideal candidate will be responsible for analyzing staffing requirements, monitoring performance, and making data-driven recommendations for process improvements.

Qualifications

• 4+ years of experience in Workforce Management in a supervisory or managerial capacity.

Responsibilities

• Optimize contact center operations through effective scheduling and forecasting.
• Develop and maintain monthly rolling forecasts for inbound calls and web chats.
• Monitor real-time queues and adjust staffing levels.
• Prepare daily activity summaries and performance reports.

Skills

Scheduling

Forecasting

Data Analysis

Staffing Strategies

Education

Bachelor's degree in finance/accounting or relevant fields

Job description

A leading financial institution in the UAE is seeking a Workforce Management Analyst to optimize contact center operations through effective scheduling, forecasting, and staffing. The role requires at least 4 years of experience in Workforce Management and a Bachelor's degree in finance/accounting or a relevant field. The ideal candidate will be responsible for analyzing staffing requirements, monitoring performance, and making data-driven recommendations for process improvements.