Workforce Management (WFM) Manager

About the role

CsMena is seeking a Workforce Management (WFM) Manager to lead capacity planning, forecasting, scheduling and real‑time operations for its multi‑channel contact centre in Amman. The role will align staffing resources with demand across voice, chat, email and messaging, directly influencing SLAs, operational efficiency and both customer and agent satisfaction.

Key responsibilities

• Execute strategic staffing plans to match headcount, skill sets and demand across all service channels.
• Oversee shift scheduling, roster management and labor‑cost optimization, including overtime control.
• Define, monitor and report core WFM metrics such as Service Levels, Shrinkage, Adherence and Erlang modeling.
• Analyze performance data to identify bottlenecks, propose data‑driven solutions and drive continuous improvement.
• Partner with IT and vendors to implement, maintain and optimise WFM platforms and related technology.
• Audit and reconcile time‑tracking data against billable structures, prepare accurate client invoices and resolve any variances.
• Track client‑specific KPI and SLA penalties/bonuses and reflect them correctly on billing statements.

Required profile

• Reports to executive leadership and collaborates with cross‑functional teams.
• Demonstrated ability to manage strategic allocation, forecasting, scheduling and real‑time optimisation.

Required skills

• Erlang modeling for contact‑center staffing calculations.

What we offer

• Opportunity to shape WFM strategy in a fast‑growing BPO environment.
• Exposure to multilingual CX operations across the Middle East and international markets.