WFM/RTM Lead: Real-Time Forecasting & Staffing

Tanqeeb; Al Ain; On-site; AED 81,000 - 97,000; Full time

Job summary

Tanqeeb in Al Ain, UAE is seeking a seasoned WFM/RTM Lead to oversee forecasting, scheduling, and real-time operations for the contact center. The role focuses on optimizing staffing and ensuring service excellence while maintaining efficiency.

Strong Arabic and English capabilities are mandatory for success in a bilingual environment. The candidate will manage volume forecasting across channels, develop schedules, monitor SLA metrics, and collaborate with MIS to report WFM KPIs.

Qualifications

• Bachelor's degree in a relevant field.
• 3-5 years of workforce management/real-time management experience in a contact center or BPO.
• Forecasting, scheduling, and capacity planning expertise (Erlang C or equivalent).
• Experience with WFM tools/platforms (Genesys WFM, NICE, Vocalcom, Avaya, or equivalent).
• Advanced proficiency in Microsoft Excel; Power BI knowledge is a plus.
• Arabic native (written and verbal) and English proficient.

Responsibilities

• Develop volume forecasts (call, chat, email) across accounts.
• Build and maintain optimized staffing schedules and rosters.
• Monitor real-time performance and intervene to address deviations.
• Manage intraday resource allocation including breaks and overtime.
• Track schedule adherence and coordinate corrective actions with team leaders.
• Conduct capacity planning and headcount modeling for growth and onboarding.
• Coordinate with MIS for WFM KPI reporting and dashboards.
• Manage leave planning and schedule change requests.
• Support SLA simulation and what-if scenario modeling.
• Maintain WFM tools and data integrity.

Skills

Forecasting

Scheduling

Real-time decision making

Data analysis

Cross-functional coordination

Education

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

Tools

Genesys WFM

NICE

Vocalcom

Avaya

Excel

Power BI

Job description

Tanqeeb in Al Ain, UAE is seeking a seasoned WFM/RTM Lead to oversee forecasting, scheduling, and real-time operations for the contact center. The role focuses on optimizing staffing and ensuring service excellence while maintaining efficiency.

Strong Arabic and English capabilities are mandatory for success in a bilingual environment. The candidate will manage volume forecasting across channels, develop schedules, monitor SLA metrics, and collaborate with MIS to report WFM KPIs.