Job description

The Workforce Management Analyst role at RAKBANK is responsible for optimizing contact center operations for a team of over 150 FTEs through detailed scheduling, forecasting, staffing, and real-time management. The position develops and maintains monthly rolling forecasts for inbound calls and web chats, incorporating business trends, campaigns, and seasonal patterns while ensuring forecast accuracy within daily ±5% and hourly ±15% variance. It involves creating agent schedules that align with projected call volumes and service level targets, recommending staffing strategies to optimize resource allocation, and collaborating with supervisors to manage peak-period contingencies. The role continuously monitors real-time queues to adjust staffing levels in response to seasonal variations, special events, or unexpected volume fluctuations. It requires identifying operational inefficiencies using real-time data, implementing corrective actions, and preparing reports including daily activity summaries, agent scorecards, and forecasting performance results. The analyst is responsible for analyzing KPIs such as Service Level, Occupancy, ASA, AHT, and Adherence, recommending improvements, driving continuous enhancement initiatives, and managing administrative tasks like overtime and allowance file preparation. Additionally, the position maintains accurate headcount and shrinkage records to support workforce planning and reporting. Candidates must bring a minimum of 4 years of Workforce Management experience, proficiency in WFM software (preferably Genesys WFM), strong forecasting and capacity planning skills, a solid understanding of statistical analysis, and deep knowledge of contact center operations including scheduling, real-time monitoring, and SLA adherence.