RAKBANK is seeking a Workforce Management Supervisor to lead its workforce operations team and ensure effective scheduling, forecasting, and real-time adherence processes. The role focuses on optimizing staffing levels, maintaining smooth operations, and meeting service level agreements (SLAs) to enhance customer satisfaction. This is a full-time, on-site opportunity in Dubai for a dynamic and experienced professional ready to shape the future of workforce management in a leading UAE bank.

Key Responsibilities:

• Develop short- and long-term staffing forecasts using historical trends with minimal variance (<5%)

• Create staff schedules aligned with projected demand and service targets

• Oversee real-time management of schedules to address absenteeism or demand changes

• Ensure adherence to schedules and monitor achievement of SLA targets daily

• Manage deviations in schedules by reallocating resources and redistributing workloads

• Track and present workforce KPIs (e.g., adherence, occupancy, service levels) to stakeholders

• Train and evaluate workforce management staff, conducting performance reviews

• Collaborate with departments to streamline and enhance workforce processes

• Ensure compliance with company policies, labor regulations, and contractual terms

• Maintain workforce trackers, validate overtime and allowances, and support recruitment needs

Requirements:

• Bachelor’s degree in Business, Operations, Human Resources, or related discipline

• Prior experience in a workforce management or supervisory role in call center/operations

• Proficient in WFM tools such as Genesys, Avaya, Verint, Aspect

• Strong analytical, decision-making, and problem-solving skills

• Proficient in Power BI dashboards and Excel-based reporting tools

• Strong communication, leadership, and team development capabilities

• Knowledge of workforce management industry best practices and SLAs

Why Join RAKBANK:

• Competitive performance-based compensation

• Diverse and inclusive workplace culture

• Opportunities for professional development and career advancement

• Work with top-tier professionals in a collaborative environment

• Empowering workplace that values authenticity and innovation

Work Location: On-site, Dubai, UAE
Employment Type: Full-time

Be a key part of RAKBANK’s mission to deliver service excellence and operational efficiency across the organization.