Workforce Management Specialist Teleperformance Global Services FZ-LLC

Employer Active

Posted 42 min ago

Experience

2 - 8 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Master of Science(Statistics), Master of Arts(Psychology), MBA/PG Diploma in Business Mgmt(HR/Industrial Relations, Systems)

Nationality

Any Arab National, Any GCC National, Any European National, Any Anglophone National

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities


We’re Hiring – WFM (Workforce Management Specialist) | Contact Center | Dubai, UAE

Are you passionate about planning, forecasting, and optimizing workforce efficiency? We are looking for a skilled WFM Specialist to join our Contact Center team and drive operational excellence through effective workforce planning.

� Location: Dubai, UAE

� Key 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


Desired Candidate Profile

  • Minimum 2+ years of experience as WFM in a Contact Center environment (mandatory)

  • 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.



� Important Notes

  • Applicants must be currently based in the UAE

  • Immediate joiners are highly preferred

  • Only candidates with relevant Contact Center experience will be considered

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Labor Cost Management
  • Workforce Coordinator
  • Capacity Planner
  • Time And Attendance
  • WFM Software
  • Compliance
  • Manpower Planner
  • Workforce Planner
  • Staffing Manager
  • Real-time Adherence
  • Workforce Analyst
  • Scheduling
  • Forecasting
  • Scheduling Analyst
  • Data Analysis

Teleperformance Global Services FZ-LLC

NA

Rim - HR

601 Floor 6 ACSS Building, Dubai outsource zone, Dubai, Dubai, United Arab Emirates,, Dubai, United Arab Emirates (UAE)