WFM/RTM Lead
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Job Description
WFM/RTM Lead
- Workforce Management | Al Ain, UAE We're hiring a WFM/RTM Lead to join our contact center operations team in Al Ain, UAE If you excel at forecasting, scheduling, and real-time operations, this is your chance to lead workforce optimization in a dynamic BPO environment Role Overview The WFM/RTM Lead is responsible for forecasting, scheduling, and real-time management of contact center resources to ensure service levels, occupancy, and productivity targets are consistently met.
Key Responsibilities
- Forecast volumes (call, chat, email) using historical trends, seasonality & business inputs
- Build & maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions
- Monitor real-time performance (service level, occupancy, adherence, AHT) and intervene proactively on intraday deviations
- Manage intraday resource allocation — break scheduling, overtime, and queue rebalancing across accounts
- Track & report schedule adherence/conformance, coordinate corrective actions with Team Leaders
- Conduct capacity planning & headcount modeling for business growth, new client onboarding & RFP sizing
- Coordinate with MIS for accurate, timely WFM KPI reporting and performance dashboards
- Manage leave planning, shift bidding & schedule change requests
- Support SLA simulations & what-if scenario modeling
- Maintain WFM tools, data integrity & documentation of forecasting/scheduling methodologies Requirements
Education:
Bachelor's degree in Business Administration, Statistics, Operations Management, or related field
Experience:
Minimum 5 years WFM/RTM in BPO/Contact Center Forecasting: Proven expertise in Erlang C or equivalent methodology WFM Tools: Genesys WFM, NICE, IEX, Verint, Vocalcom, Avaya, or equivalent Excel: Advanced proficiency; Power BI is a plus
Skills:
Strong analytical, problem-solving & real-time decision-making Languages: Native Arabic + Fluent English (Mandatory
- written & verbal) Core Competencies
- Forecasting & Capacity Planning
- Scheduling & Intraday Management
- Real-Time Performance Monitoring
- Data-Driven Decision Making
- Cross-Functional Coordination Employment Details Reports To: Head of WFM / RTM, Operations Manager
Location:
Al Ain, UAE Employment Type: Full-Time
Salary:
AED 8,000/month
Benefits:
Standard company benefits
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