WFM/RTM Lead

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