Strategic Workforce Analytics Lead

XAD Technologies; Dubai; On-site; AED 180,000 - 250,000; Full time

Benefits offered by this job

Visa

Health insurance

Job summary

XAD Technologies in Dubai seeks a Workforce Management Analyst to forecast call volumes, schedule agents, and optimize WFM across lines of business to meet SLAs and cost targets.

You will build performance dashboards in Power BI, MS Excel, and MS Access, deliver executive insights, and support budgeting and productivity initiatives.

The role requires a Bachelor's degree and extensive experience in contact center operations, with strong analytical and stakeholder skills in a fast-paced environment.

Qualifications

• Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management or a related discipline.
• 35 years of Workforce Management experience in contact center / telecom operations.
• Proven expertise in forecasting, scheduling and workforce performance analytics.
• Hands-on experience with WFM tools and workforce planning systems.

Responsibilities

• Forecast short-term and long-term call volumes using historical trends, seasonality and business drivers.
• Create optimized agent schedules aligned with forecasted demand and service level requirements.
• Monitor intraday performance and provide real-time corrective recommendations.
• Deliver high-quality dashboards, reports and workforce insights to Operations and Planning leadership.
• Support budgeting, manpower cost forecasting and workforce financial planning; monitor productivity and staffing model optimization.

Skills

Forecasting

Scheduling

Performance analytics

Stakeholder management

Education

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

Tools

Power BI

MS Excel

MS Access

PowerPoint

Job description

XAD Technologies in Dubai seeks a Workforce Management Analyst to forecast call volumes, schedule agents, and optimize WFM across lines of business to meet SLAs and cost targets.

You will build performance dashboards in Power BI, MS Excel, and MS Access, deliver executive insights, and support budgeting and productivity initiatives.

The role requires a Bachelor's degree and extensive experience in contact center operations, with strong analytical and stakeholder skills in a fast-paced environment.