Workforce Management Team Leader

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!

Application Question(s):

• We must fill this position urgently, are you willing to join immediately?
• What is your monthly salary income?

Education:

• Bachelor's (Preferred)

Experience:

• Contact Center operations or Workforce Management: 5 years (Preferred)

Language:

• Arabic (Preferred)

Work Location: In person