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Work Force Management (WFM) Team Leader
Are you passionate about turning data into smart workforce strategies? Do you thrive in fast-paced, high-growth environments where planning, analytics, and real-time decision-making directly impact customer experience?
At Boutiqaat, is looking for a dynamic and analytical Workforce Management (WFM) Team Leader to lead end-to-end workforce planning and operational performance across our omnichannel customer service operations including voice, chat, email, social media, and self-service channels.
What You’ll Be Doing:
- Workforce forecasting, capacity planning, and scheduling optimization
- Real-time intraday operations and performance management
- Omnichannel workforce efficiency and service-level achievement
- Reporting, analytics, and actionable operational insights
- WFM systems, automation, and continuous improvement initiatives
- Fair scheduling practices, agent welfare, and fatigue management
- Business continuity planning and operational resilience
- Build accurate forecasting models using data-driven methodologies
- Manage schedules, staffing, shifts, and workforce optimization
- Monitor live operational performance and lead corrective actions
- Drive productivity, occupancy, adherence, and service excellence
- Partner with Operations, HR, Finance, IT, and Training teams
- Improve processes through Lean, Six Sigma, and automation practices
- Ensure workforce strategies support customer satisfaction and business growth
What You Bring to the Table:
- Bachelor’s degree in business administration, Communications, or related field
- 5+ years in Contact Center Operations or Workforce Management
- At least 2 years in a leadership or supervisory role
- Experience in omnichannel WFM environments (voice, chat, email, social)
- Strong analytical, reporting, and operational decision-making skills
- Experience with WFM systems, ACD/telephony platforms, CRM, and reporting tools
- Fluent in English & Arabic
- COPC CX Standard Certification
- SWPP Workforce Management Certification
- Lean / Six Sigma Certification
- E-commerce or retail contact center experience
Why Boutiqaat?
At Boutiqaat, you won’t just join a company you’ll join a movement redefining e-commerce beauty and lifestyle retail. Here, every day offers new challenges, learning opportunities, and a chance to help build a smarter, more efficient operation from the ground up.
Ready to Grow with Us?
Kickstart your career with hands-on experience, expert mentorship, and real impact.
Apply now and be part of something exciting!