
Workforce Management Expert
8 hours ago
We are seeking a highly skilled Workforce Management (WFM) Specialist to join our organization.
- The ideal candidate will have 8 years of experience in workforce management or related fields, with a strong understanding of system analysis and design.
- Excellent verbal and written communication skills in English and Arabic are essential for this role.
The WFM Specialist will be responsible for utilizing industry insights, historical data, and client-specific information to forecast workforce needs and ensure optimal staffing levels.
This includes conducting evaluations of skills required for projects, recommending skill development programs, and monitoring resource management and allocation.
The successful candidate will also use data analysis and forecasting tools to identify capacity gaps and recommend enhancement initiatives aligned with client and project needs.
Additionally, the WFM Specialist will implement performance monitoring systems to track workforce productivity, gather feedback from personnel and clients, and analyze call volume traffic patterns to project future demand accurately.
Analyzing annual leaves and operational efficiencies, including telephone occupancy and call handling times, is also an essential part of this role.
The selected candidate will support the development of sizing, HR, and technology capacity plans based on analysis and forecasts.
They will also conduct root cause analysis to identify and manage WFM-related issues such as compliance, absences, and swaps.
Regularly preparing data for department budgets and generating periodic reports for management decision-making are other key responsibilities.
The WFM Specialist must stay updated on industry trends, regulations, and best practices to enhance WFM service delivery.
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