Company Description

CsMena is a professional company based in Amman, specializing in communication management services and solutions. We offer outstanding outsourcing services focused on call center operations for various industries like E-commerce, healthcare, and hospitality. Our multilingual workforce serves clients in the Middle East, Europe, and GCC through different communication channels, ensuring quality service and client satisfaction.

Position Overview

We are looking for a highly skilled and experienced Senior Workforce Management Specialist to join our team. This role is crucial for optimizing resource allocation, improving service levels, and enhancing operational efficiency. The ideal candidate will have a strong background in WFM processes, analytics, and tools, with the ability to lead a team and collaborate effectively with

Key Responsibilities:

• Develop and implement workforce management strategies to meet client and business requirements.
• Forecast call volumes, staffing needs, and scheduling requirements using WFM tools and analytics.
• Monitor real-time performance and adjust staffing to ensure SLAs and KPIs are met.
• Create and present WFM performance reports and insights to stakeholders.
• Lead the workforce planning team and provide guidance, coaching, and support.
• Collaborate with Operations, HR, and Client Management teams to align staffing plans with project needs.
• Manage intra-day and daily staffing adjustments based on volume trends and absenteeism.
• Maintain and optimize WFM software and tools, ensuring data accuracy and functionality.

Qualifications:

• Bachelor’s degree in Business Administration, Statistics, or a related field.
• Minimum of 5 years of experience in Workforce Management, with at least 2 years in a senior or leadership role within a BPO or contact center environment.
• Strong knowledge of WFM software such as Verint, NICE, or equivalent.
• Proven experience in forecasting, scheduling, and capacity planning.
• Excellent analytical and problem-solving skills.
• Strong communication skills, with the ability to present complex data in a clear and concise manner.
• Proficiency in Microsoft Excel and other data visualization tools.
• Ability to work in a fast-paced, high-pressure environment.

Why Join CsMena?

• Competitive salary and benefits package.
• Professional growth opportunities in a rapidly expanding company.
• Collaborative and inclusive work environment.
• Opportunity to work with a diverse and talented team.