Are you a Workforce Management Manager with experience in Inbound Operations Management - Have You Thought of Relocating to Dubai?
Workforce Management Manager (Inbound Operations) – Relocate to Dubai! – Full Time
Ready to take the next step in your career and work in one of the world's most dynamic and fast-growing financial hubs? Relocate to Dubai and join our esteemed client in the financial sector where you'll play a pivotal role in shaping strategy and business transformation projects.
Why Dubai?
- Tax-Free Earnings: Maximise your money with a tax-free salary, allowing you to enjoy a high-quality lifestyle whilst earning and saving more.
- Full Relocation Package: Our client here offers a comprehensive relocation package, including flights, accommodation, and assistance in settling into the vibrant Dubai lifestyle.
- Lifestyle & Growth Opportunities: Dubai offers an unparalleled cosmopolitan lifestyle, world-class infrastructure, and endless opportunities for professional growth. Work in a rapidly expanding market in the heart of the financial sector.
Job Purpose:
The Inbound Workforce Management Manager is responsible for managing workforce strategies, processes, and tools to ensure efficient and effective operations of inbound teams, delivering high service levels, and achieving business goals. The manager will be instrumental in driving continuous improvement, strategic planning, and aligning workforce management with company objectives, while optimising resource utilisation to enhance customer experience and meet operational targets.
Key Responsibilities:
Strategic Workforce Planning & Implementation
- Long-Term Workforce Strategy: Develop and implement workforce management strategies that align with organisational goals, focusing on inbound call centers and teams.
- Forecasting: Utilise historical data and trends to accurately forecast staffing needs based on inbound call volumes, service levels, and business requirements.
- Staffing Optimisation: Ensure appropriate staffing levels are in place to meet operational goals while maintaining cost efficiency.
- Resource Allocation: Monitor and adjust resource allocation to optimise employee availability and meet service level targets across multiple inbound channels.
Operational Leadership
- Day-to-Day Operations: Lead daily inbound operations, ensuring that staffing levels and operational performance meet business requirements and service level agreements (SLAs).
- Real-Time Management: Monitor and adjust real-time workforce activities (e.g., agent availability, call volume, wait times) to ensure seamless operations.
- Performance Monitoring: Track and analyse key performance indicators (KPIs) for inbound teams, including call handling, customer service, and operational efficiency.
Data Analysis & Reporting
- Data-Driven Decisions: Use analytics and data to forecast, track, and report on workforce needs, performance, and trends.
- Workforce Optimisation: Analyse data to identify opportunities for optimising team schedules, performance, and utilisation.
- Reporting & Dashboards: Design and implement real-time dashboards and regular reporting on workforce performance, adherence to schedules, and operational efficiency.
Process Improvement & Automation
- Continuous Improvement: Lead initiatives to improve workforce management processes, focusing on increased efficiency, reduced costs, and enhanced service delivery.
- System Enhancements: Evaluate and implement advanced workforce management tools, software, and AI-driven analytics to improve decision-making and real-time optimization.
- Innovation & Automation: Identify opportunities for automating scheduling, reporting, and performance tracking to streamline operations and increase effectiveness.
Compliance & Risk Management
- Regulatory Compliance: Ensure inbound workforce operations comply with relevant regulations and policies, including labour laws, data protection, and industry standards.
- Risk Management: Identify workforce-related risks, including compliance and capacity gaps, and develop contingency plans to mitigate risks.
Team Leadership & Development
- Team Management: Lead, mentor, and develop the inbound workforce management team to drive performance, professional growth, and operational excellence.
- Training & Development: Provide ongoing training and development opportunities to team members to enhance skills and knowledge in workforce management tools and best practices.
- Culture of Excellence: Foster a culture of accountability, collaboration, and continuous improvement within the team.
Key Skills and Competencies:
- Analytical & Forecasting Skills: Strong ability to analyse data, identify trends, and forecast workforce needs accurately.
- Workforce Management Tools Proficiency: Expertise in workforce management software (e.g., Genesys, Verint, Avaya, NICE) and tools used for inbound call center optimisation.
- Leadership & Communication: Exceptional leadership skills with the ability to motivate teams, manage cross-functional relationships, and communicate effectively with all levels of the organization.
- Customer-Focused: Committed to enhancing the customer experience by optimizing inbound processes and staffing.
Qualifications & Experience:
- Education: Bachelor’s degree is highly desirable
- Experience: Experience working within financial services and other regulated industries at an enterprise scale
- At least 5 years of experience in workforce management or operations management within an inbound customer service or call center environment.
