Are you a Workforce Management Manager with experience in Outbound Operations Management - Have You Thought of Relocating to Dubai?
Workforce Management Manager (Outbound 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 Outbound Workforce Management Manager is responsible for overseeing and optimising workforce strategies, processes, and tools for outbound teams, ensuring operational goals are met, and enhancing service delivery. This role focuses on driving performance, improving efficiency, and aligning workforce management practices with business objectives. The manager will work collaboratively across departments to ensure effective resource utilisation while maintaining high levels of customer satisfaction and meeting business goals.
Key Responsibilities:
Strategic Workforce Planning & Implementation
- Long-Term Workforce Strategy: Develop and implement comprehensive workforce management strategies for outbound teams (sales, collections, customer outreach), ensuring alignment with organisational goals.
- Forecasting: Accurately forecast outbound staffing needs based on call volumes, campaign objectives, service levels, and business requirements.
- Staffing Optimisation: Manage staffing levels to balance cost efficiency with performance objectives, ensuring teams are appropriately resourced for peak and off-peak periods.
- Campaign Alignment: Partner with marketing, sales, and operations teams to ensure outbound campaigns are aligned with workforce capacity and strategic objectives.
Operational Leadership
- Day-to-Day Operations: Lead and manage the daily operations of outbound teams to ensure performance targets and service level agreements (SLAs) are consistently achieved.
- Real-Time Management: Monitor and manage outbound dialler activity in real time to minimise idle time, optimise call volumes, and maintain high call connect rates.
- Performance Monitoring: Track and analyse KPIs, such as calls made, customer engagement, conversion rates, and team performance, ensuring objectives are met.
Data Analysis & Reporting
- Workforce Analytics: Utilise data to forecast, analyse, and optimise workforce performance, ensuring that outbound call volume, staffing levels, and agent productivity are aligned.
- Real-Time Insights: Develop and maintain dashboards and reporting tools to provide real-time visibility into workforce performance and operational efficiency.
- Reporting: Generate and deliver detailed reports to leadership on workforce metrics, including adherence to schedules, productivity, and campaign success.
Process Improvement & Automation
- Continuous Improvement: Identify and implement process improvements to enhance efficiency, reduce operational costs, and improve outbound campaign performance.
- System Enhancements: Evaluate and integrate advanced workforce management tools, dialler technologies, and AI-based analytics to improve forecasting, scheduling, and real-time optimisation.
- Automation & Innovation: Lead initiatives to automate scheduling, reporting, and performance management processes, focusing on scalability and efficiency.
Compliance & Risk Management
- Regulatory Compliance: Ensure outbound operations comply with applicable regulations, including Do Not Call (DNC) rules, data protection laws, and industry-specific standards.
- Risk Mitigation: Identify potential risks related to workforce planning, compliance, and operational capacity, and develop contingency plans to mitigate them.
Team Leadership & Development
- Team Leadership: Lead, motivate, and develop the outbound workforce management team, ensuring high performance, engagement, and a focus on continuous improvement.
- Training & Development: Provide ongoing training and development to team members on best practices in workforce management, dialler technologies, and performance optimisation.
- Culture of Excellence: Promote a culture of collaboration, accountability, and high performance within the outbound team.
Key Skills and Competencies:
- Analytical & Forecasting Skills: Strong ability to analyse historical data, forecast staffing needs, and adjust strategies based on trends and performance metrics.
- Workforce Management Tools Proficiency: Expertise in outbound call centre tools (e.g., Genesys, Verint, Avaya, NICE) and workforce management software to optimise team performance.
- Leadership & Communication: Excellent leadership abilities, including the capacity to motivate teams, communicate effectively with stakeholders, and manage complex projects.
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 outbound customer service or call center environment.
