Workforce Specialist

Are you a Workforce Management Manager with experience in Operations Management – Have You Thought of Relocating to Dubai?

Workforce Management Manager (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 Operations Workforce Management Manager is responsible for overseeing the end-to-end workforce management process with a focus on strategic planning, workload balancing, and operational efficiency. This role ensures that workforce planning is optimised across both inbound and outbound operations, with an emphasis on back-office processes, workflow optimisation, backlog management, and long-term operational projects. The manager will drive performance improvements, manage cross-departmental operations, and ensure quality standards are met, all while contributing to the broader strategic objectives of the business.

Key Responsibilities:

Strategic Operations Planning & Workforce Management

• Workload Planning: Develop and implement strategies to effectively manage workload across both inbound and outbound operations, ensuring the appropriate balance of resources and optimal performance.
• Strategic Forecasting: Forecast both short-term and long-term resource requirements based on expected workload, historical data, and business projections.
• Cross-Departmental Coordination: Manage workforce requirements across multiple departments (e.g., inbound, outbound, back-office, and support teams), ensuring alignment with overall business goals and objectives.
• Backlog Management: Oversee the identification, management, and resolution of backlogs in key operational processes, ensuring that resources are allocated effectively to reduce delays and bottlenecks.

Process Optimisation & Workflow Efficiency

• Operational Efficiency: Lead initiatives to optimise workflow processes, reduce inefficiencies, and streamline operations across multiple departments, including both front-line and back-office functions.
• Process Improvement: Identify, evaluate, and implement continuous improvement strategies to enhance operational performance and cost efficiency across all functions.
• System Optimisation: Manage the evaluation, integration, and optimisation of workforce management systems, tools, and technologies to enhance operational workflows and ensure scalability.
• Automation: Identify opportunities for automation in both front-end and back-end operations to improve efficiency, reduce manual intervention, and optimise resource allocation.

Performance Management & Quality Assurance

• Quality Scores Management: Monitor and drive improvements in quality scores across multiple departments, ensuring that service level agreements (SLAs) and customer experience metrics are consistently met or exceeded.
• KPI Tracking: Analyse and report on key performance indicators (KPIs) for all operational areas, identifying trends and areas for improvement.
• Data-Driven Decisions: Utilise operational data to make informed decisions on workload distribution, resource allocation, and performance improvements.
• Backlog and Service Level Monitoring: Ensure the timely resolution of backlogs and monitor the impact on SLAs and quality standards.

Long-Term Project Management & Strategic Planning

• Long-Term Projects: Lead and manage large-scale, cross-departmental projects designed to drive long-term improvements in operational efficiency, process optimisation, and workforce management.
• Strategic Initiatives: Develop and execute strategic workforce management initiatives to align with the overall goals of the business, ensuring that long-term objectives are met.
• Business Continuity Planning: Collaborate with senior leadership to develop contingency plans for potential operational disruptions, ensuring business continuity and minimal impact on performance.

Stakeholder Engagement & Cross-Functional Collaboration

• Cross-Functional Collaboration: Work closely with senior management and department heads to align operational strategies with broader company objectives, ensuring smooth coordination across departments.
• Resource Allocation: Partner with HR and departmental leaders to ensure that workforce resources are aligned with operational needs, including recruitment, training, and workforce development.
• Leadership Communication: Communicate workforce management strategies, performance reports, and operational insights to leadership, making recommendations for improvements and providing updates on key projects.

Compliance & Risk Management

• Regulatory Compliance: Ensure all operational processes comply with industry regulations, organisational policies, and local labour laws.
• Risk Mitigation: Identify potential risks within operational workflows and workforce management processes, developing mitigation strategies and contingency plans.

Key Skills and Competencies:

• Strategic Planning & Workforce Management: Ability to develop and implement comprehensive workforce management strategies, aligning with broader operational and business goals.
• Operational Efficiency Expertise: Proven track record in optimising processes, workflows, and resources across multiple operational functions, including both inbound and outbound.
• Cross-Departmental Management: Experience in managing operations across diverse departments and collaborating with various teams to ensure seamless operations.
• Project Management: Strong project management skills with the ability to lead long-term strategic initiatives, handle multiple priorities, and deliver results within deadlines.
• Data-Driven Decision Making: Strong analytical skills to interpret operational data, forecast needs, and optimise workforce management and process efficiency.

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 a call center environment.