WFM/RTM Lead - Workforce Management

Job Title: WFM/RTM Lead - Workforce Management (UAE)

Location

Al Ain, UAE Salary: AED 8,000 per month (No accommodation or transport allowance)

Job Description

About Our Organization: We are a leading BPO/Contact Center operations company in the UAE, delivering excellence in customer service across diverse industries. Role

Overview

We are seeking an experienced WFM/RTM Lead to manage forecasting, scheduling, and real-time operations for our contact center. You will be responsible for optimizing staffing levels to ensure service excellence while maintaining operational efficiency.

Key Responsibilities

Develop volume forecasts (call, chat, email) using historical trends, seasonality, and business inputs across all accounts Build and maintain optimized staffing schedules and rosters aligned with forecasted demand and shrinkage assumptions Monitor real-time performance (service level, occupancy, adherence, AHT) and proactively intervene to address intraday deviations Manage intraday resource allocation, including break scheduling, overtime, and reallocation across queues/accounts Track and report schedule adherence and conformance, coordinating corrective actions with Team Leaders Conduct capacity planning and headcount modeling to support business growth, new client onboarding, and RFP sizing Coordinate with MIS for accurate, timely reporting of WFM KPIs and dashboards Manage leave planning, shift bidding, and schedule change requests Support SLA simulation and what-if scenario modeling for client requirements Maintain WFM tools, data integrity, and documentation of methodologies Qualifications &

Experience

Bachelor's degree in Business Administration, Statistics, Operations Management, or related field 3-5 years of workforce management/real-time management experience in a contact center or BPO environment Proven expertise in forecasting, scheduling, and capacity planning methodologies (Erlang C or equivalent) Experience with WFM tools/platforms (Genesys WFM, NICE, Vocalcom, Avaya, or equivalent) Advanced proficiency in Microsoft Excel; Power BI knowledge is a plus Strong analytical, problem-solving, and real-time decision-making skills Language

Requirements

Native Arabic (written and verbal) - MANDATORY Proficient English (written and verbal) - MANDATORY Core Competencies: Forecasting & Capacity Planning Scheduling & Intraday Management Real-Time Performance Monitoring Data-Driven Decision Making Cross-Functional Coordination Employment Details: Position Type: Full-Time

Location

Al Ain, UAE Salary: AED 8,000 per month Note: No accommodation or transport allowance provided

Desired Candidate Profile

This role is ideal for: WFM/RTM professionals with BPO/contact center experience in the UAE or GCC region Individuals with strong forecasting and scheduling expertise Candidates who are bilingual in Arabic and English Those comfortable with AED 8,000 salary (fixed) Professionals ready to work in a fast-paced contact center environment Employment Type Full-time

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