Strategic Workforce Manager - Scheduling & Analytics

Tafaseel BPO; Manama; On-site; BHD 45,000 - 60,000; Full time

Job summary

A leading BPO company in Bahrain is seeking a WFM Manager responsible for staffing and scheduling of operations. The ideal candidate will have 3-5 years of experience in workforce management and proficiency with relevant tools. Key responsibilities include analyzing data, collaborating with departments, and leading a team of analysts. This role offers the opportunity to optimize workforce performance while ensuring service level agreements are met.

Qualifications

• 3-5 years of experience in workforce management in a BPO or contact center.
• Proven experience with workforce management software and reporting tools.
• Ability to work in a fast-paced, dynamic environment.

Responsibilities

• Analyze historical data for call volume and staffing needs.
• Manage agent schedules for optimal coverage and service levels.
• Monitor real-time performance and adjust as necessary.

Skills

Analytical skills

Problem-solving skills

Communication abilities

Interpersonal skills

Proficiency in Microsoft Excel

Education

Bachelor’s degree in Business Administration or related field

Tools

Workforce management software

Data analysis tools

Job description

A leading BPO company in Bahrain is seeking a WFM Manager responsible for staffing and scheduling of operations. The ideal candidate will have 3-5 years of experience in workforce management and proficiency with relevant tools. Key responsibilities include analyzing data, collaborating with departments, and leading a team of analysts. This role offers the opportunity to optimize workforce performance while ensuring service level agreements are met.