WFM/RTM Lead

eMinds; Al Ain; On-site; AED 76,000 - 103,000; Full time

Benefits offered by this job

Standard company benefits

Job summary

eMinds in Al Ain, UAE seeks a WFM/RTM Lead to drive forecasting, scheduling and real-time management for our contact center operations. The role requires strong expertise in Erlang C, WFM software, and multilingual communication.

You will build optimized rosters, monitor service levels, and coordinate intraday decisions to meet occupancy and SLA targets. A Bachelor’s degree and 5 years in WFM/RTM are expected.

Qualifications

• Bachelor's degree in Business Administration, Statistics, Operations Management, or related field.
• Minimum 5 years WFM/RTM in BPO/Contact Center.
• Forecasting: Erlang C or equivalent methodology.
• WFM Tools: Genesys WFM, NICE, IEX, Verint, Vocalcom, Avaya, or equivalent.
• Excel: Advanced proficiency; Power BI is a plus.
• Languages: Native Arabic + Fluent English (Mandatory - written & verbal)

Responsibilities

• Forecast volumes (call, chat, email) using historical trends, seasonality & business inputs.
• Build & maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions.
• Monitor real-time performance (service level, occupancy, adherence, AHT) and intervene proactively on intraday deviations.
• Manage intraday resource allocation — break scheduling, overtime, and queue rebalancing across accounts.
• Track & report schedule adherence/conformance, coordinate corrective actions with Team Leaders.
• Conduct capacity planning & headcount modeling for growth, onboarding & RFP sizing.
• Coordinate with MIS for WFM KPI reporting and performance dashboards.
• Manage leave planning, shift bidding & schedule change requests.
• Support SLA simulations & what-if scenario modeling.
• Maintain WFM tools, data integrity & documentation of methodologies.

Skills

Forecasting

Scheduling

Real-time management

Analytical skills

Problem-solving

Arabic/English bilingual

Education

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

Tools

Genesys WFM

NICE

IEX

Verint

Vocalcom

Avaya

Excel

Power BI

Job description

WFM/RTM Lead - Workforce Management | Al Ain, UAE

We're hiring a WFM/RTM Lead to join our contact center operations team in Al Ain, UAE!

If you excel at forecasting, scheduling, and real-time operations, this is your chance to lead workforce optimization in a dynamic BPO environment!

Role Overview

The WFM/RTM Lead is responsible for forecasting, scheduling, and real-time management of contact center resources to ensure service levels, occupancy, and productivity targets are consistently met.

Key Responsibilities

• Forecast volumes (call, chat, email) using historical trends, seasonality & business inputs
• Build & maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions
• Monitor real-time performance (service level, occupancy, adherence, AHT) and intervene proactively on intraday deviations
• Manage intraday resource allocation — break scheduling, overtime, and queue rebalancing across accounts
• Track & report schedule adherence/conformance, coordinate corrective actions with Team Leaders
• Conduct capacity planning & headcount modeling for business growth, new client onboarding & RFP sizing
• Coordinate with MIS for accurate, timely WFM KPI reporting and performance dashboards
• Manage leave planning, shift bidding & schedule change requests
• Support SLA simulations & what-if scenario modeling
• Maintain WFM tools, data integrity & documentation of forecasting/scheduling methodologies

Requirements

Education: Bachelor's degree in Business Administration, Statistics, Operations Management, or related field

Experience: Minimum 5 years WFM/RTM in BPO/Contact Center

Forecasting: Proven expertise in Erlang C or equivalent methodology

WFM Tools: Genesys WFM, NICE, IEX, Verint, Vocalcom, Avaya, or equivalent

Excel: Advanced proficiency; Power BI is a plus

Skills: Strong analytical, problem-solving & real-time decision-making

Languages: Native Arabic + Fluent English (Mandatory - written & verbal)

Core Competencies

• Forecasting & Capacity Planning
• Scheduling & Intraday Management
• Real-Time Performance Monitoring
• Data-Driven Decision Making
• Cross-Functional Coordination

Employment Details

Reports To: Head of WFM / RTM, Operations Manager

Location: Al Ain, UAE

Employment Type: Full-Time

Salary: AED 8,000/month

• Standard company benefits