WFM & RTM Lead: Real-Time Contact Center Optimizer

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

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.