Workforce Management (WFM) Specialist

Tawteen; Muscat; On-site; OMR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Workforce Management Specialist to enhance staffing strategies and optimize resource allocation. This role involves utilizing analytical insights and client data to forecast workforce needs, implement performance monitoring systems, and conduct evaluations for skill development. The ideal candidate will have a strong background in workforce management, excellent communication skills in both English and Arabic, and a passion for data-driven decision-making. Join a dynamic team that values innovation and continuous improvement in a thriving e-commerce environment.

Qualifications

• 8 years of experience in workforce management or related fields.
• Knowledge of system analysis and design in a call-center environment.

Responsibilities

• Utilizes data analysis to forecast workforce needs and optimize staffing levels.
• Implements performance monitoring systems to track workforce productivity.

Skills

Analytical Thinking

Communication Skills (English and Arabic)

Workforce Management (WFM)

Data Analysis

Education

Bachelor's Degree in Business Management

Bachelor's Degree in Human Resources

Tools

WFM & BI Reporting Tools

Job description

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Key Result Areas

• Utilizes industry insights, historical data, and client-specific information to forecast workforce needs and ensure optimal staffing levels.
• Conducts evaluations of skills required for projects to support WFM plans and recommends skill development programs to equip teams for project execution.
• Monitors resource management and allocation, considering skills, availability, and project timelines to meet project demands.
• Uses data analysis and forecasting tools to identify capacity gaps and recommends enhancement initiatives aligned with client and project needs.
• Implements performance monitoring systems to track workforce productivity, providing insights and reports on performance against benchmarks and potential threats.
• Gathers feedback from personnel and clients to identify improvements and implements initiatives to optimize workforce and resource management.
• Analyzes call volume traffic patterns, bottlenecks, and areas for improvement to project future demand accurately.
• Forecasts annual leaves and operational efficiencies, including telephone occupancy and call handling times.
• Supports development of sizing, HR, and technology capacity plans based on analysis and forecasts.
• Conducts root cause analysis to identify and manage WFM-related issues such as compliance, absences, and swaps.
• Prepares data for the department budget and generates periodic reports for management decision-making.
• Stays updated on industry trends, regulations, and best practices to enhance WFM service delivery.
• Performs additional tasks as assigned by the line manager.

Specifications (Qualifications, Knowledge, Skills & Experience)

• Bachelor's Degree in Business Management, Human Resources, or related field.
• 8 years of experience in workforce management or related fields.
• Knowledge of system analysis and design, with proven experience in WFM & BI reporting in a call-center environment.
• Excellent verbal and written communication skills in English and Arabic.
• Strong analytical thinking skills.

Company Industry

• Internet
• E-commerce
• Dotcom

Department / Functional Area

• Administration

Keywords

• Workforce Management (WFM) Specialist

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