Analyst WFM Reporting - Bilingual English and Arabic Job Vacancy in UAE Dubai
Posted date [2025-02-15]
(ID: 33443)
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We’re Concentrix, a global leader in technology and services that empowers the world’s top brands today and into the future. Focused on solutions and driven by technology and intelligence, we design, build, and operate fully integrated, end-to-end solutions at speed and scale for over 2,000 clients, addressing their toughest business challenges. With unique data insights, deep industry expertise, and advanced technology, we are the intelligent transformation partner that simplifies how companies work, interact, and transact.... |
Analyst WFM Reporting - Bilingual English and Arabic
A leading customer experience solutions provider is seeking a Workforce Management Reporting Analyst to support workforce operations across client sites. This role involves managing workforce scheduling, real-time monitoring, and reporting to optimize contact center performance. The ideal candidate has experience in WFM software, strong analytical skills, and is fluent in English and Arabic.
Job Location: Dubai, United Arab Emirates
Job Industry: Customer Service and Workforce Management
Job Function: Workforce Planning and Reporting
Salary: Negotiable
Gender: Any
Key Responsibilities
- Support the management and execution of workforce operations plans across client sites
- Assist in implementing workforce solutions, escalating challenges, and ensuring timely information dissemination
- Monitor staff shortages and overstaffing trends, escalating concerns to management for resolution
- Maintain effective communication with the Contact Center Manager and Workforce Operations team to ensure smooth workforce management
- Establish strong working relationships with key stakeholders to ensure scheduling and rostering deadlines are met
- Manage, update, and distribute daily, weekly, and monthly reports to monitor contact center and team performance metrics such as shrinkage, occupancy, and non-productive time usage
Required Skills and Experience
- Minimum 2 years of experience in workforce scheduling, real-time management, reporting, and data warehousing
- Strong analytical, numerical, and problem-solving skills with attention to detail
- Excellent verbal and written communication skills in both English and Arabic
- Ability to engage effectively across all organizational levels and present data-driven insights
- Proficiency in MS Office (advanced functions, macros) and WFM software such as Verint, IEX, or Aspect
- Ability to handle multiple tasks in a high-paced, 24/7 operational environment
Preferred Qualifications
- Prior experience in banking, financial services, or insurance sectors
- Candidates currently based in the UAE and available to join immediately
What We Offer
- Competitive salary with performance-based incentives
- Career growth opportunities within a global leader in customer experience solutions
- A dynamic work environment with cutting-edge workforce management technologies
About the Company
A global leader in customer experience solutions, specializing in workforce management, contact center operations, and digital transformation. The company is committed to optimizing workforce planning and delivering exceptional client services.
For professionals passionate about workforce optimization and reporting, apply now.
A leading customer experience solutions provider is seeking a Workforce Management Reporting Analyst to support workforce operations across client sites. This role involves managing workforce scheduling, real-time monitoring, and reporting to optimize contact center performance. The ideal candidate has experience in WFM software, strong analytical skills, and is fluent in English and Arabic.
Job Location: Dubai, United Arab Emirates
Job Industry: Customer Service and Workforce Management
Job Function: Workforce Planning and Reporting
Salary: Negotiable
Gender: Any
Key Responsibilities
- Support the management and execution of workforce operations plans across client sites
- Assist in implementing workforce solutions, escalating challenges, and ensuring timely information dissemination
- Monitor staff shortages and overstaffing trends, escalating concerns to management for resolution
- Maintain effective communication with the Contact Center Manager and Workforce Operations team to ensure smooth workforce management
- Establish strong working relationships with key stakeholders to ensure scheduling and rostering deadlines are met
- Manage, update, and distribute daily, weekly, and monthly reports to monitor contact center and team performance metrics such as shrinkage, occupancy, and non-productive time usage
Required Skills and Experience
- Minimum 2 years of experience in workforce scheduling, real-time management, reporting, and data warehousing
- Strong analytical, numerical, and problem-solving skills with attention to detail
- Excellent verbal and written communication skills in both English and Arabic
- Ability to engage effectively across all organizational levels and present data-driven insights
- Proficiency in MS Office (advanced functions, macros) and WFM software such as Verint, IEX, or Aspect
- Ability to handle multiple tasks in a high-paced, 24/7 operational environment
Preferred Qualifications
- Prior experience in banking, financial services, or insurance sectors
- Candidates currently based in the UAE and available to join immediately
What We Offer
- Competitive salary with performance-based incentives
- Career growth opportunities within a global leader in customer experience solutions
- A dynamic work environment with cutting-edge workforce management technologies
About the Company
A global leader in customer experience solutions, specializing in workforce management, contact center operations, and digital transformation. The company is committed to optimizing workforce planning and delivering exceptional client services.
For professionals passionate about workforce optimization and reporting, apply now.
