Telecom • United Arab Emirates
Workforce Management (WFM) Analyst.Service Level Agreements (SLAs).Lines of Business (LOBs), channels, and sites.This role supports business decision-making through advanced analytics, performance ...أظهر المزيد
We’re Hiring: Business Development Manager Location: Abu Dhabi, UAE Via Medica in Association with International SOS is seeking an experienced Business Development Manager to drive new business gro...أظهر المزيد
In a world of possibilities, pursue one with endless opportunities.At Parsons, we don’t just deliver projects—we connect people, systems, and cities.Here, you can imagine a career where you thrive,...أظهر المزيد
We are seeking an experienced Telecom Engineer to support offshore platform project.The ideal candidate will have strong expertise in industrial telecommunications systems integrated with automatio...أظهر المزيد
In a world of possibilities, pursue one with endless opportunities.At Parsons, we don’t just deliver projects—we connect people, systems, and cities.Here, you can imagine a career where you thrive,...أظهر المزيد
You will be a testing & commissioning responsible for Telecom systems engineering with low to medium complexity and completing assignments on small projects or portions of larger projects, cost-eff...أظهر المزيد
Analyst -Telecom & OTS Maintenance & Commissioning.Bachelors degree in Computer Science or equivalent.Maintain and improve technology infrastructure that delivers OT security services for both inte...أظهر المزيد
Aqara Smart Home and Smart Building solutions.The ideal candidate will have a strong background in.IoT, Smart Home, or telecom enterprise sales.JST’s strategic expansion in the Middle East.Account ...أظهر المزيد
B2B2X financial technology platform covering scoring, financial decisioning, disbursement & collection.We provide a versatile AI Platform powering financial inclusion, delivering responsible financ...أظهر المزيد
This role requires a experience and strategic legal professional who can advise senior management, manage legal risks, ensure regulatory compliance, and oversee complex legal matters across multipl...أظهر المزيد
We are looking for an experienced Java Developer with expertise in designing, developing, and maintaining high-performance applications.This role involves working on Java-based projects within micr...أظهر المزيد
Job Title: Infrastructure Manager - Projects.Company: Union Properties PJSC.Location: Dubai, United Arab Emirates.Union Properties is a dynamic and forward-thinking organisation at the forefront of...أظهر المزيد
We are hiring on behalf of a fast-growing technology company operating at the intersection of fintech, AI, and enterprise infrastructure.Their product suite spans developer-facing APIs and SDKs, AI...أظهر المزيد
Lead all worksstream assessment, feasibility, architecture design and ICD.Joint workshops with Client entities.Works stream gap & feasibility reports.Lead workstream evaluation.Degree in Electrical...أظهر المزيد
Full ownership of customer engagements: scope, delivery, quality, and outcome.Design of benchmark concepts, methodologies, and project setups.Creation of proposals including scope, effort, and comm...أظهر المزيد
We are seeking a skilled Control-M Scheduler to assist with an ongoing project.The engineer will be tasked with scheduling, configuring, validating, and managing batch jobs within Control-M.All nec...أظهر المزيد
Meraki Group is seeking a highly organized and proactive.The ideal candidate will manage various administrative tasks, assist staff, and ensure that our office runs efficiently.Monitor and record d...أظهر المزيد
Engineering, Procurement and Construction (EPC) market, continues to create value to its stakeholders by executing complex EPC projects worldwide, in recognition of its superior standards of perfor...أظهر المزيد
The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, capacity planning, and workforce optimization to ensure Service Level Agreements (SLAs), operational efficiency, and cost targets are achieved across all Lines of Business (LOBs), channels, and sites.
This role supports business decision-making through advanced analytics, performance reporting, and executive dashboards using Power BI, MS Excel, MS Access, and presentation-ready insights. The WFM Analyst plays a key role in driving workforce productivity, operational stability, and continuous improvement within contact center operations.
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
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
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
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
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
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
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
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
