WFM Forecasting & Analytics Analyst (Contact Center)

XAD Technologies; Dubai; On-site; AED 200,880 - 279,000; Full time

Job summary

A leading technology firm in Dubai seeks a Workforce Management Analyst responsible for forecasting, scheduling, and operational performance analysis. The ideal candidate will have 3–5 years of experience in contact centers or telecom operations, with expertise in Power BI and MS Excel. This role demands strong analytical skills and the ability to collaborate effectively across teams. You will monitor performance metrics, create agent schedules, and deliver insights to support strategic decision-making.

Qualifications

• 3–5 years of Workforce Management experience in contact center or telecom operations.
• Proven expertise in forecasting, scheduling, and workforce performance analytics.
• Hands-on experience with WFM tools and workforce planning systems.

Responsibilities

• Develop short-term and long-term call volume forecasts.
• Create optimized agent schedules aligned with forecasted demand.
• Monitor intraday performance and provide real-time corrective recommendations.
• Deliver dashboards and reports to Operations and Planning leadership.

Skills

Forecasting

Scheduling

Workforce performance analytics

Stakeholder management

Analytical thinking

Strategic thinking

Education

Bachelor's Degree in Business Administration, Statistics, Mathematics, or Operations Management

Tools

Power BI

MS Excel

MS Access

PowerPoint

Job description

A leading technology firm in Dubai seeks a Workforce Management Analyst responsible for forecasting, scheduling, and operational performance analysis. The ideal candidate will have 3–5 years of experience in contact centers or telecom operations, with expertise in Power BI and MS Excel. This role demands strong analytical skills and the ability to collaborate effectively across teams. You will monitor performance metrics, create agent schedules, and deliver insights to support strategic decision-making.