Workforce Management Manager

About the role

Tafaseel BPO is looking for a WFM Manager in Manama, Bahrain. The role ensures efficient staffing and scheduling for BPO operations by analysing data, forecasting workload and optimising workforce performance so that service level agreements (SLAs) are met while productivity is maximised.

Key responsibilities

• Analyse historical data to forecast call volume, workload and staffing needs
• Collaborate with other departments on business trends and workforce planning
• Create and manage agent schedules to ensure optimal coverage and service levels
• Monitor real-time performance and adjust it, including breaks and overtime
• Develop and track KPIs on workforce efficiency, service levels and productivity
• Report regularly on trends and areas for improvement
• Communicate staffing changes and performance metrics with operations teams and act as the point of contact for management
• Use workforce management software and tools to improve scheduling accuracy and reporting
• Lead and mentor a team of workforce analysts and schedulers, and run training and development sessions

Required profile

• Bachelor's degree in Business Administration, Operations Management or a related field
• 3-5 years of experience in workforce management, preferably in a BPO or contact centre
• Proven experience with workforce management software and reporting tools
• Strong analytical and problem-solving skills, excellent communication and ability to work in a fast-paced environment

Required skills

• Proficiency in Microsoft Excel and other data analysis tools
• Workforce management software and reporting tools