Workforce Scheduler

Remotedxb; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Employer-paid health coverage

Annual bonus

401k matching up to 3.5%

ESOP

Mental health days

Phone/internet reimbursement

Professional development

Job summary

Remotedxb in Dubai is seeking an experienced Workforce Management Coordinator to publish weekly schedules, align coverage with volume, and maintain agent records.

You will forecast, analyze variance, manage the Shift Bid, and run weekly meetings with Supervisors, while protecting confidentiality of personnel data.

This role requires 3+ years in WFM, proficiency in Excel, and familiarity with WFM tools such as NICE, Verint, or Genesys.

Qualifications

• Understanding of scheduling optimization in a contact center environment.
• Proficiency in workforce management software.
• Intermediate data analysis skills using Excel or Google Sheets (Pivot Tables, VLOOKUP).
• High School Diploma or equivalent with 3+ years of work-related experience.
• Prior workforce management experience.
• Understanding of adherence, shrinkage, skill monitoring, and KPI reporting.
• Thorough knowledge of Windows-based applications.

Responsibilities

• Publish weekly schedules to include planned activities while providing continuity of coverage.
• Maintain short-term forecasts in the WFM system to align schedules with volume patterns.
• Maintain agent records regarding team changes, attrition, and new hire assignments.
• Produce WFM performance reports including schedule accuracy and forecast variance.
• Manage the Shift Bid process as business needs arise.
• Facilitate weekly meetings with Supervisors to align on upcoming events.
• Analyze forecasts and schedules to determine time off allotments.
• Provide backup to WFM Coordinators for real-time support.
• Maintain confidentiality regarding employee scheduling and personnel information.

Skills

Scheduling optimization

WFM software

Excel data analysis

KPI reporting

Education

High School Diploma or equivalent with 3+ years of experience

Tools

NICE

Verint

Genesys

Five9

Avaya

Job description

Responsibilities

• Publish weekly schedules to include planned activities while providing continuity of coverage
• Maintain short-term forecasts in the WFM system to align schedules with volume patterns
• Maintain agent records regarding team changes, attrition, and new hire assignments
• Produce WFM performance reports including schedule accuracy and forecast variance
• Manage the Shift Bid process as business needs arise
• Facilitate weekly meetings with Supervisors to align on upcoming events
• Analyze forecasts and schedules to determine time off allotments
• Provide backup to WFM Coordinators for real-time support
• Maintain confidentiality regarding employee scheduling and personnel information

Requirements

• Understanding of scheduling optimization in a contact center environment
• Proficiency in workforce management software
• Intermediate data analysis skills using Excel or Google Sheets (Pivot Tables, VLOOKUP)
• High School Diploma or equivalent with 3+ years of work-related experience
• Prior workforce management experience
• Understanding of adherence, shrinkage, skill monitoring, and KPI reporting
• Thorough knowledge of Windows-based applications

Preferred Qualifications

• Experience with WFM software such as NICE, Verint, or Genesys
• Prior scheduling experience in a multi-skilled, multi-channel environment
• Experience with phone software like Five9, Avaya, or Genesys
• Proficiency in Microsoft Office 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%
• Employee Stock Ownership Plan (ESOP)
• 6 paid sick and mental health days
• Reimbursements for personal cell phone and internet usage
• Professional development and mentorship opportunities