Workforce Coordinator

Remotedxb; Dubai; On-site; AED 78,120 - 122,760; Full time

Benefits offered by this job

100% employer-paid medical, dental, &

Annual bonus and KPI bonuses

401k matching up to 3.5%

6 paid sick and mental health days

ESOP

Reimbursements for personal cell phone

Professional development and mentoring

Job summary

Remotedxb in Dubai is seeking a Workforce Scheduling Coordinator to monitor real-time queues and ensure optimal coverage across shifts. You will manage time-off requests, coordinate staffing, and report on scheduling metrics. Experience in a contact center and a high school diploma are required.

The role involves analyzing trends, improving attendance, and protecting confidential data. The position requires proficiency with Windows-based tools and a strong ability to multitask in a dynamic

Qualifications

• High School Diploma or equivalent with 2-3 years of related experience.
• Basic understanding of workforce management concepts (adherence, shrinkage, skill monitoring, KPI reporting)
• Contact Center experience
• Proficiency in Windows-based applications and software
• Strong critical thinking and problem-solving skills
• Ability to manage multiple tasks and prioritize effectively
• Flexibility to work schedules as needed to meet business hours

Responsibilities

• Monitor real-time volume queues, agent adherence, and staffing levels to maintain coverage
• Manage time off requests and communicate approvals or denials to management
• Address daily requests impacting real-time schedules and coordinate coverage
• Identify opportunities to optimize scheduling with recommendations for overtime or VTO
• Utilize workforce management software and queue monitoring systems for tracking and reporting
• Provide management with analysis on trends impacting service goals, including volume, attendance, and shrinkage
• Maintain confidentiality regarding employee scheduling and performance data

Skills

Workforce management basics

Contact center experience

Critical thinking

Multitasking

Windows-based software

KPI reporting

Education

High School Diploma or equivalent (2-3 years experience)

Tools

NICE

Verint

Genesys

Five9

Avaya

Job description

Responsibilities

• Monitor real-time volume queues, agent adherence, and staffing levels to maintain coverage


• Manage time off requests and communicate approvals or denials to management


• Address daily requests impacting real-time schedules and coordinate coverage


• Identify opportunities to optimize scheduling with recommendations for overtime or VTO


• Utilize workforce management software and queue monitoring systems for tracking and reporting


• Provide management with analysis on trends impacting service goals, including volume, attendance, and shrinkage


• Maintain confidentiality regarding employee scheduling and performance data

Requirements

• High School Diploma or equivalent with 2-3 years of related experience


• Basic understanding of workforce management concepts (adherence, shrinkage, skill monitoring, KPI reporting)


• Contact Center experience


• Proficiency in Windows-based applications and software


• Strong critical thinking and problem-solving skills


• Ability to manage multiple tasks and prioritize effectively


• Flexibility to work schedules as needed to meet business hours

Preferred Qualifications

• Prior workforce management role experience


• Experience with WFM software such as NICE, Verint, or Genesys


• Experience with phone software like Five9, Avaya, or Genesys


• Proficiency in Microsoft Office (Excel, Word) and Google Workspace

Benefits

• 100% employer-paid medical, dental, and vision premiums for employee-only plans


• Annual bonus and potential quarterly KPI bonuses


• 401k matching up to 3.5%


• 6 paid sick and mental health days


• Employee Stock Ownership Plan (ESOP)


• Reimbursements for personal cell phone and internet usage


• Professional development and mentorship opportunities