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Description
About the role:
The Workforce Management Analyst is responsible for optimizing contact center operations through effective scheduling, forecasting, and staffing. This role reports to Manager- Work Force Management ensures efficient resource utilization and supports business objectives by analyzing staffing requirements, monitoring real-time performance, and implementing workforce strategies for a team of over 150 FTEs. The WFM Analyst plays a critical role in aligning long-term planning with daily operational adjustments to maximize productivity and enhance service delivery.
What You’ll Be Doing:
- Develop and maintain monthly rolling forecasts for inbound calls and web chats, incorporating business trends, campaigns, and seasonal patterns.
- Ensure forecast accuracy by maintaining daily variance within ±5% and hourly variance within ±15%.
- Create and manage agent schedules aligned with call volume projections and service level targets.
- Recommend staffing strategies to optimize resource allocation and minimize idle time.
- Collaborate with supervisors to ensure adequate staffing and implement contingency plans for peak periods.
- Monitor real-time queues and adjust staffing levels to address seasonal variations, special events, or unexpected volume changes.
- Identify operational inefficiencies through real-time data analysis and implement corrective actions promptly.
- Prepare and deliver reports, including daily activity summaries, agent scorecards, and forecasting performance reports.
- Analyze key KPIs (Service Level, Occupancy, ASA, AHT, Adherence) and recommend process improvements.
- Drive continuous improvement initiatives to enhance workforce management processes and service delivery.
- Manage administrative tasks, including preparing overtime and allowance files in line with eligibility criteria.
- Maintain accurate headcount and shrinkage records to support workforce planning and reporting.
What We Are Looking For:
- Bachelor's degree in finance/accounting or relevant streams
- Minimum of 4 years of experience in Workforce Management in a supervisory or managerial capacity
Skills
- Minimum of 4 years of experience in Workforce Management in a supervisory or managerial capacity.
- Proficiency in utilizing workforce management software solutions, with preference for expertise in Genesys WFM or similar platforms.
- Strong knowledge and practical understanding of forecasting, capacity planning, and statistical analysis to optimize workforce efficiency.
- Proven ability to monitor and analyze workforce performance metrics and recommend data-driven strategies to improve service levels.
- Experience in collaborating with cross-functional teams to implement workforce management plans and address operational challenges effectively.
- Solid understanding of contact center operations, including scheduling, real-time monitoring, and adherence to service level agreements (SLAs)
Opportunity Details
RAKBANK
RAKBANK, the trading name of the National Bank of Ras Al-Khaimah, is a public joint stock company, headquartered in the emirate of Ras Al-Khaimah, in the UAE. The Head Office of the bank is situated in RAKBANK Building, Emirates Rd, Ras Al-Khaimah. The bank is 52.75% owned by the Government of Ras Al-Khaimah.
Shares are publicly traded. Board consists of several members of the ruling family of the emirate of Ras-Al Khaimah and businessmen from UAE and Kuwait. The bank is engaged in providing retail and corporate banking services through a network of thirty three branches in the United Arab Emirates, but all the transactions are handled on a strictly commercial basis.
Board of Directors
H.E. Shaikh Omar bin Saqr Al-Qasimi Chairman U.A.E
H.E. Shaikh Salim bin Sultan Al-Qasimi Member U.A.E
Mr. Hamad Abdulaziz Al Sagar Member Kuwait
Mr. Abdul Aziz Abdulla Al Zaabi Member U.A.E
Mr. Yousuf Obaid Essa Al Nuaimi Member U.A.E
Mr. Ahmed Essa Al Naeem Member U.A.E
Mr. Salem Ali Abdulla Saeed Al Sharhan Al Nuaimi Member U.A.E