Workforce Analyst - Contact Center

Role Overview

Workforce Forecasting & Scheduling

• Develop short-term and long-term call volume forecasts using historical trends, seasonality, and business drivers
• Create optimized agent schedules aligned with forecasted demand and service level requirements
• Ensure staffing alignment across multiple LOBs, skill groups, and operational hours
• Manage and optimize WFM systems to improve planning accuracy and scheduling effectiveness

Operational Performance Monitoring

• Monitor intraday performance and provide real-time corrective recommendations
• Analyze **AHDT (Average Handling & Dialing Time)** and identify operational improvement opportunities
• Track and report key WFM metrics including SLA, occupancy, shrinkage, adherence, utilization, and productivity

Reporting & Stakeholder Coordination

• Deliver high-quality dashboards, reports, and workforce insights to Operations and Planning leadership
• Prepare executive presentations and performance packs for weekly/monthly business reviews
• Act as a coordination focal point between Operations, WFM Planning, RTM, and outsource partners
• Communicate workforce risks and mitigation plans proactively and effectively

Financial & Budgeting Analysis

• Support budgeting, manpower cost forecasting, and workforce financial planning
• Monitor OPEX impact through productivity improvement initiatives and staffing model optimization
• Evaluate vendor/partner performance against productivity, SLA, and contractual KPIs

Continuous Improvement & Process Excellence

• Identify performance gaps through analytics and recommend corrective actions
• Enhance forecasting models and scheduling accuracy through structured improvements
• Support long-term workforce strategy, planning initiatives, and workforce modeling

Qualifications & Experience

• Bachelors Degree in **Business Administration, Statistics, Mathematics, Operations Management**, or a related discipline
• **3–5 years** of Workforce Management experience in **contact center / telecom operations**
• Proven expertise in forecasting, scheduling, and workforce performance analytics
• Hands-on experience with WFM tools and workforce planning systems

Technical Skills

• **Advanced Power BI** (dashboards, DAX, data modeling)
• **Advanced MS Excel** (Pivot Tables, Power Query, Macros, forecasting models)
• Working knowledge of **MS Access** (database/reporting)
• Strong PowerPoint skills for executive reporting

Behavioral Competencies

• Strong analytical and strategic thinking capability
• High resilience and ability to work under pressure in a fast-paced environment
• Strong stakeholder management and cross-functional collaboration skills
• Flexibility to work in a **shift-based environment**
• Pay: AED8,000.00 - AED9,000.00 per month

Application Question(s)

• Do you have at least 2 years of Workforce Management (WFM)

experience

• in a contact center environment?
• Have you independently performed forecasting, capacity planning, and schedule generation for a contact center operation?
• Do you have hands-on experience with WFM tools such as Verint, NICE IEX, Aspect, Genesys WFM, Calabrio, or similar platforms?
• Have you managed intraday performance by monitoring Service Level, AHT, Occupancy, Shrinkage, and Schedule Adherence, and taken corrective actions when required?
• Are you proficient in advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, reporting) and capable of producing WFM reports and analysis independently?
• Current Location
• Nationlaity
• Total years of experience
• Current Salary
• Notice period
• Visa Category
• Visa Status
• THE COMPENSATION AND BENEFITS PACKAGE OF THIS ROLE IS NON-NEGOTIABLE AND WE ENSURE OUR TRANSPARENCY IN IT AS WELL. The gross salary is maximum 8,000-9,000 AED with company provided visa, health insurance and yearly airfare. Do you agree to this?