Work Force Management Analyst

RAK BANK; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A financial institution in the United Arab Emirates is seeking a Workforce Management Analyst to optimize contact center operations by effectively scheduling, forecasting, and staffing. The successful candidate will have a Bachelor’s degree in finance/accounting and at least 4 years of supervisory experience in Workforce Management. Key responsibilities include developing forecasts, monitoring performance, and recommending staffing strategies. This role offers an exciting opportunity to enhance service delivery and support business objectives.

Qualifications

• Bachelor's degree in finance/accounting or relevant streams.
• Minimum of 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.
• Monitor real-time performance and adjust staffing levels.

Skills

Workforce Management experience

Proficiency in workforce management software

Forecasting and capacity planning

Statistical analysis

Cross-functional collaboration

Understanding of contact center operations

Education

Bachelor's degree in finance/accounting

Tools

Genesys WFM or similar platforms

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

Skills

• Minimum of 4 years of experience in Workforce Management in a supervisory or managerial capacity.
• Proficiency in utilizing workforce management software solutions, with preference for expertise in Genesys WFM or similar platforms.
• Strong knowledge and practical understanding of forecasting, capacity planning, and statistical analysis to optimize workforce efficiency.
• Proven ability to monitor and analyze workforce performance metrics and recommend data-driven strategies to improve service levels.
• Experience in collaborating with cross-functional teams to implement workforce management plans and address operational challenges effectively.
• Solid understanding of contact center operations, including scheduling, real-time monitoring, and adherence to service level agreements (SLAs)