WFM/RTM Lead – Workforce Management (Al Ain, UAE)

About the role

We are looking for a WFM/RTM Lead to drive forecasting, scheduling and real‑time management of contact‑center resources in Al Ain. The role ensures service levels, occupancy and productivity targets are consistently met in a fast‑paced BPO environment.

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, coordinating 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.

Required profile

• Bachelor’s degree in Business Administration, Statistics, Operations Management or a related field.
• At least 5 years of experience in workforce management or real‑time management within a BPO or contact‑center setting.

Required skills

• Erlang C forecasting methodology.
• Genesys WFM.
• NICE IEX.
• Avaya.
• Vocalcom.
• Verint.
• Advanced Excel.
• Power BI (plus).

What we offer

• Salary of AED 8,000 per month.
• Standard company benefits.