Workforce Analyst - Contact Center/Telecom

XAD Technologies LTD; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Company visa & health insurance

Job summary

XAD Technologies LTD in Dubai is seeking a Workforce Analyst for Contact Center/Telecom to forecast, schedule, and optimize staffing across multiple channels and sites. You will deliver analytics, dashboards, and executive-ready insights to drive performance and cost efficiency.

The role requires strong proficiency in Power BI, MS Excel, and MS Access, with 3–5 years in WFM within contact center or telecom operations. A visa and health coverage are provided.

Qualifications

• Bachelor's degree in business/quantitative field or related discipline.
• 3–5 years of WFM experience in contact center/telecom operations.
• Proven forecasting, scheduling, and analytics experience with WFM tools.

Responsibilities

• Forecasting and scheduling to meet SLA and capacity targets.
• Develop dashboards and reports for leadership.
• Coordinate with Operations, Planning, RTM and partners.
• Monitor and report WFM metrics (SLA, occupancy, shrinkage, adherence).

Skills

Forecasting

Scheduling

WFM analytics

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Statistics, Mathematics, Operations Management

Tools

Power BI

MS Excel

MS Access

Job description

Workforce Analyst - Contact Center/Telecom

About the job Workforce Analyst - Contact Center/Telecom

Role Overview

The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure Service Level Agreements (SLAs), operational efficiency, and cost targets are achieved across all Lines of Business (LOBs), channels, and sites.

This role supports business decision-making through advanced analytics, performance reporting, and executive dashboards using Power BI, MS Excel, MS Access, and presentation-ready insights. The WFM Analyst plays a key role in driving workforce productivity, operational stability, and continuous improvement within contact center operations.

Key Duties & Responsibilities

Workforce Forecasting & Scheduling

Develop short-term and long-term call volume forecasts using historical trends, seasonality, and business drivers

Create optimized agent schedules aligned with forecasted demand and service level requirements

Ensure staffing alignment across multiple LOBs, skill groups, and operational hours

Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness

Operational Performance Monitoring

Monitor intraday performance and provide real-time corrective recommendations

Analyze AHDT (Average Handling & Dialing Time) and identify operational improvement opportunities

Track and report key WFM metrics including SLA, occupancy, shrinkage, adherence, utilization, and productivity

Reporting & Stakeholder Coordination

Deliver high-quality dashboards, reports, and workforce insights to Operations and Planning leadership

Prepare executive presentations and performance packs for weekly/monthly business reviews

Act as a coordination focal point between Operations, WFM Planning, RTM, and outsource partners

Communicate workforce risks and mitigation plans proactively and effectively

Financial & Budgeting Analysis

Support budgeting, manpower cost forecasting, and workforce financial planning

Monitor OPEX impact through productivity improvement initiatives and staffing model optimization

Evaluate vendor/partner performance against productivity, SLA, and contractual KPIs

Continuous Improvement & Process Excellence

Identify performance gaps through analytics and recommend corrective actions

Enhance forecasting models and scheduling accuracy through structured improvements

Support long-term workforce strategy, planning initiatives, and workforce modeling

Qualifications & Experience

• Bachelors Degree in Business Administration, Statistics, Mathematics, Operations Management , or a related discipline

3–5 years of Workforce Management experience in contact center / telecom operations

Proven expertise in forecasting, scheduling, and workforce performance analytics

Hands-on experience with WFM tools and workforce planning systems

Technical Skills

Advanced Power BI (dashboards, DAX, data modeling)

Advanced MS Excel (Pivot Tables, Power Query, Macros, forecasting models)

Working knowledge of MS Access (database/reporting)

Strong analytical and strategic thinking capability

High resilience and ability to work under pressure in a fast-paced environment

Strong stakeholder management and cross-functional collaboration skills

Flexibility to work in a shift-based environment

Company provided visa and health insurance