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What you will do

• Build volume and handling time forecasts at interval level using historical data, client input and known drivers.
• Produce schedules that meet service level at the lowest sustainable cost, balancing coverage against advisor fairness.
• Manage intraday, making real time decisions on breaks, overtime, skill routing and escalation.
• Produce daily and weekly performance reporting for operations and for client governance.
• Model the staffing impact of new work, seasonal peaks, Ramadan hours and public holidays.
• Track shrinkage honestly and challenge the causes rather than simply budgeting for them.

What you bring

• At least two years in workforce management, capacity planning or contact centre analytics.
• Genuine command of Excel and of at least one WFM platform such as NICE, Verint, Genesys or Calabrio.
• Comfort explaining a forecast variance to an operations director who is under pressure.
• English at C1.
• Analytical rigour and the willingness to say when the plan does not work.

Nice to have

• SQL or Power BI.
• Experience across multiple time zones or multilingual queues.
• Erlang modelling beyond calculator use.

What we offer

• Multi-account, multi-country exposure that builds a WFM career quickly.
• Hybrid working.
• Employment visa and medical insurance in line with UAE law.
• Progression into WFM lead and operations planning roles across the Corpshore group.

How the process works

Apply on this page. The first step takes under two minutes. Every application gets a response from our talent team.