Strategic WFM Analyst - Contact Center & Telecom

XAD Technologies LTD; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Company visa & health insurance

Job summary

XAD Technologies LTD in Dubai is seeking a Workforce Analyst for Contact Center/Telecom to forecast, schedule, and optimize staffing across multiple channels and sites. You will deliver analytics, dashboards, and executive-ready insights to drive performance and cost efficiency.

The role requires strong proficiency in Power BI, MS Excel, and MS Access, with 3–5 years in WFM within contact center or telecom operations. A visa and health coverage are provided.

Qualifications

• Bachelor's degree in business/quantitative field or related discipline.
• 3–5 years of WFM experience in contact center/telecom operations.
• Proven forecasting, scheduling, and analytics experience with WFM tools.

Responsibilities

• Forecasting and scheduling to meet SLA and capacity targets.
• Develop dashboards and reports for leadership.
• Coordinate with Operations, Planning, RTM and partners.
• Monitor and report WFM metrics (SLA, occupancy, shrinkage, adherence).

Skills

Forecasting

Scheduling

WFM analytics

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management

Tools

Power BI

MS Excel

MS Access

Job description

XAD Technologies LTD in Dubai is seeking a Workforce Analyst for Contact Center/Telecom to forecast, schedule, and optimize staffing across multiple channels and sites. You will deliver analytics, dashboards, and executive-ready insights to drive performance and cost efficiency.

The role requires strong proficiency in Power BI, MS Excel, and MS Access, with 3–5 years in WFM within contact center or telecom operations. A visa and health coverage are provided.