Strategic WFM Analyst: Optimize Call Center Operations

RAK BANK; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A financial institution in the United Arab Emirates is seeking a Workforce Management Analyst to optimize contact center operations by effectively scheduling, forecasting, and staffing. The successful candidate will have a Bachelor’s degree in finance/accounting and at least 4 years of supervisory experience in Workforce Management. Key responsibilities include developing forecasts, monitoring performance, and recommending staffing strategies. This role offers an exciting opportunity to enhance service delivery and support business objectives.

Qualifications

• Bachelor's degree in finance/accounting or relevant streams.
• Minimum of 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.
• Monitor real-time performance and adjust staffing levels.

Skills

Workforce Management experience

Proficiency in workforce management software

Forecasting and capacity planning

Statistical analysis

Cross-functional collaboration

Understanding of contact center operations

Education

Bachelor's degree in finance/accounting

Tools

Genesys WFM or similar platforms

Job description

A financial institution in the United Arab Emirates is seeking a Workforce Management Analyst to optimize contact center operations by effectively scheduling, forecasting, and staffing. The successful candidate will have a Bachelor’s degree in finance/accounting and at least 4 years of supervisory experience in Workforce Management. Key responsibilities include developing forecasts, monitoring performance, and recommending staffing strategies. This role offers an exciting opportunity to enhance service delivery and support business objectives.