Overview
Workforce Management Specialist Jobs in Dubai, United Arab Emirates at TP
Title: Workforce Management Specialist
Company: TP
Location: Dubai, United Arab Emirates
About the Company
We are a leading organization dedicated to providing exceptional customer service through our Contact Center operations. Our mission is to enhance customer satisfaction while fostering a culture of teamwork and innovation.
About the Role
The Workforce Management (WFM) role is crucial in ensuring that our Contact Center operates efficiently. This position involves forecasting, capacity planning, and scheduling to meet service level agreements (SLAs).
Responsibilities
- Prepare forecasting, capacity planning, and scheduling for Contact Center operations
- Analyse historical data to predict call volumes and staffing requirements
- Create and manage optimized staff schedules to meet SLAs
- Monitor intraday performance and coordinate with RTA for real-time adjustments
- Track shrinkage, occupancy, and utilization to improve efficiency
- Generate WFM reports and provide insights to stakeholders
Qualifications
- Minimum 2+ years of experience as WFM in a Contact Center environment (mandatory)
Required Skills
- Hands-on experience in forecasting, scheduling, and capacity planning
- Strong understanding of Contact Center KPIs (SLA, AHT, occupancy, shrinkage, etc.)
- Strong knowledge of WFM tool (Genesys Cloud) for Forecasting & Scheduling
- Strong analytical, organizational, and problem-solving skills
- Advanced Excel skills (pivot tables, advance formulas, macros)
- Proficient in creating own formats and files for WFM activities
Preferred Skills
- Experience with additional WFM tools and methodologies
- Ability to work in a fast-paced environment
Pay range and compensation package
Competitive salary based on experience and qualifications.
Equal Opportunity Statement
We are committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences.