Workforce Management Specialist📣 Job Ad

About Holool Aloula and the Workforce Management Specialist Role

Holool Aloula (NCBS National Company for Business Solutions), a prominent organization in Riyadh, Saudi Arabia, is seeking a Workforce Management Specialist to join its team. This full-time role is integral to optimizing workforce capacity, staffing, scheduling, and real-time operations to ensure service-level, productivity, and efficiency targets are consistently met.

Role Purpose and Objectives

The Workforce Management Specialist will play a critical role in analyzing operational data, accurately forecasting workforce requirements, and developing optimized schedules. This position involves taking proactive intraday actions to effectively address staffing and performance gaps, thereby contributing directly to operational efficiency and service delivery excellence within the organization.

Key Responsibilities

• Perform capacity planning and determine staffing requirements across various teams, queues, skills, and intervals.
• Create, optimize, and publish agent schedules, balancing service levels, productivity, cost, and employee requirements.
• Monitor real-time performance and staffing levels against forecasts and plans.
• Identify and respond to intraday staffing gaps, volume spikes, absenteeism, adherence issues, and service-level risks.
• Recommend and implement corrective actions such as schedule adjustments, overtime, voluntary time off, breaks, shift changes, or resource reallocation.
• Monitor key Workforce Management (WFM) and contact-center Key Performance Indicators (KPIs), including Service Level Agreement (SLA)/service level.
• Prepare daily, weekly, and monthly WFM reports and dashboards for management review.
• Maintain accurate employee, skill, schedule, and WFM system data.
• Collaborate with Operations, HR, Recruitment, Training, Finance, and other stakeholders on workforce requirements.
• Support hiring plans and identify future staffing gaps based on forecasted demand and attrition.
• Participate in WFM process improvements, automation initiatives, reporting enhancements, and system optimization projects.

Required Qualifications and Experience

• A Bachelor’s degree in Business, Human Resources, or a related field is preferred.
• Between 5 to 10 years of professional experience in Workforce Management, specifically in forecasting, scheduling, capacity planning, or real-time operations.

Collaboration and Operational Impact

This role requires strong collaboration with various departments including Operations, HR, Recruitment, Training, and Finance to align on workforce requirements and support strategic hiring plans. The Specialist will also contribute to identifying future staffing needs based on demand forecasts and attrition, and actively participate in WFM process improvements, automation initiatives, reporting enhancements, and system optimization efforts to drive continuous operational excellence.

Work Location and Type

This is a full-time position based in Riyadh, Saudi Arabia. The successful candidate will work within a dynamic environment, contributing to the strategic management of workforce resources and operational efficiency.