WFM Planner

1 week ago

Dubai, Dubai, United Arab Emirates 5CA Full time
WFM Planner | 5CA Dubai

5CA a remote-first CX company working with passionate agents from all around the world. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

The WFM Planner will handle short, mid, and long-term forecast and capacity planning for 5CA's clients. This analytical and strategic role requires expertise and demonstrated ability to calculate, analyze, and interpret data and information in order to align with operating budget, financial goals, and key priorities. With focus on efficiency, resource optimization and continuous improvement, the WFM Planner is ensuring that optimal resources are available to meet customers demand and service goals.

WFM Planner | 5CA Dubai | Apply Now

You are located in Albania or South Africa.

High school diploma or equivalent. Bachelor's degree (preferred / a plus).

1+ years of experience in a customer service environment and / or Workforce.

Management (WFM) experience using Workforce Management (WFM) software.

Verint scheduling system experience (preferred / a plus).

Highly developed statistical, analytical and problem solving skills.

Advanced knowledge of Office 365 (knowledge of PowerBI, Excel, and Word is preferred).

Proven track record in understanding KPIs and SLAs.

Strong analytical skills and the ability to use data to make informed decisions.

Excellent communication skills and the ability to collaborate effectively with cross-functional teams.

Experience presenting reports, trends, and recommendations to key stakeholders.

Detail-oriented with strong organizational skills and the ability to manage multiple priorities simultaneously.

Technical Requirements

A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.

A minimum of 8 GB RAM

A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer

An Intel Core i5-8260U or better/similar.

A smartphone usable for two-factor authentication that runs at least:

Android 8.0 or newer

Apple iOS 15.0 or newer

Don't miss out on this exciting opportunity – apply now at


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