Workforce Management Supervisor

At RAKBANK, we are committed to nurturing a culture of innovation, growth, and excellence. We go beyond being a bank – we are a thriving community fueled by teamwork, advanced solutions, and unwavering standards of governance.

As a Workforce Management Supervisor, your role is to oversee the day-to-day operations of the workforce management team, ensuring effective scheduling, forecasting, and real-time adherence processes. This role ensures optimal staffing levels, efficient use of resources, and smooth operational flow to meet the service level agreements (SLAs) and business objectives. Support team development, process improvements, and ensure the highest level of customer satisfaction by efficiently managing workforce activities.

• Create accurate short- and long-term forecasts with minimal variance (<5%) using historical data and trends.
• Prepare staffing schedules aligned with forecasted demand and service targets.
• Manage schedules in real-time to handle absenteeism, system downtimes, or demand spikes.
• Supervise adherence to schedules and ensure daily SLA targets are met.
• Address deviations in schedules and SLAs by reallocating staff or redistributing tasks.
• Track and report workforce KPIs (e.g., service levels, adherence, and occupancy) to stakeholders.
• Train, supervise, and conduct performance reviews for the workforce management team.
• Streamline workforce management processes and collaborate across departments to implement improvements.
• Ensure activities comply with company policies, labor laws, and contractual obligations.
• Update headcount files, recruitment requirements, work-from-home trackers, and validate overtime and allowances.
  
  

• Bachelor’s degree in business, Operations, Human Resources, or related field.
• Proven experience in workforce management or a supervisory role within a call center or operations environment.
• Strong understanding of workforce management tools and software (e.g., Genesys, Avaya, Verint, Aspect).
• Excellent problem-solving and decision-making abilities.
• Strong analytical skills and experience with reporting and data analysis.
• Ability to effectively manage multiple tasks and priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team-building skills.
• Power BI dashboards & report development.
• Experience in scheduling, forecasting, or real-time management within a large-scale contact center.
• Knowledge of industry best practices and trends in workforce management.
• Familiarity with performance management metrics and SLAs.
• Advanced proficiency in Microsoft Excel or similar reporting tools.
  
  

What’s In It for You

• Pay for performance culture (Competitive and performance-linked compensation)
• Diverse workforce and inclusive culture
• Career development and growth opportunities by design
• Work with the best minds in the field
• Get opportunities to bring your whole self to the organization and perform to your best.