Work Force Management Analyst

National Bank of Ras Al-Khaimah PJSC; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Workforce Management Analyst to optimize contact center operations through effective scheduling, forecasting, and staffing. The role requires at least 4 years of experience in Workforce Management and a Bachelor's degree in finance/accounting or a relevant field. The ideal candidate will be responsible for analyzing staffing requirements, monitoring performance, and making data-driven recommendations for process improvements.

Qualifications

• 4+ years of experience in Workforce Management in a supervisory or managerial capacity.

Responsibilities

• Optimize contact center operations through effective scheduling and forecasting.
• Develop and maintain monthly rolling forecasts for inbound calls and web chats.
• Monitor real-time queues and adjust staffing levels.
• Prepare daily activity summaries and performance reports.

Skills

Scheduling

Forecasting

Data Analysis

Staffing Strategies

Education

Bachelor's degree in finance/accounting or relevant fields

Job description

About the role:

The Workforce Management Analyst is responsible for optimizing contact center operations through effective scheduling, forecasting, and staffing. This role reports to Manager- Work Force Management ensures efficient resource utilization and supports business objectives by analyzing staffing requirements, monitoring real-time performance, and implementing workforce strategies for a team of over 150 FTEs. The WFM Analyst plays a critical role in aligning long-term planning with daily operational adjustments to maximize productivity and enhance service delivery.

What You’ll Be Doing:

• Develop and maintain monthly rolling forecasts for inbound calls and web chats, incorporating business trends, campaigns, and seasonal patterns.
• Ensure forecast accuracy by maintaining daily variance within ±5% and hourly variance within ±15%.
• Create and manage agent schedules aligned with call volume projections and service level targets.
• Recommend staffing strategies to optimize resource allocation and minimize idle time.
• Collaborate with supervisors to ensure adequate staffing and implement contingency plans for peak periods.
• Monitor real-time queues and adjust staffing levels to address seasonal variations, special events, or unexpected volume changes.
• Identify operational inefficiencies through real-time data analysis and implement corrective actions promptly.
• Prepare and deliver reports, including daily activity summaries, agent scorecards, and forecasting performance reports.
• Analyze key KPIs (Service Level, Occupancy, ASA, AHT, Adherence) and recommend process improvements.
• Drive continuous improvement initiatives to enhance workforce management processes and service delivery.
• Manage administrative tasks, including preparing overtime and allowance files in line with eligibility criteria.
• Maintain accurate headcount and shrinkage records to support workforce planning and reporting.

What We Are Looking For:

• Bachelor's degree in finance/accounting or relevant streams
• Minimum of 4 years of experience in Workforce Management in a supervisory or managerial capacity