Workforce Management Shift Supervisor

Job Description

Join us in Ras Al Khaimah, a great place to grow your career while enjoying a relaxed and welcoming lifestyle.

• We’re more than a company—we’re a community of over 10,000 driven professionals, with offices across Gibraltar, Canada, India, Malta, Romania, Serbia, UAE and beyond.
• We partner with industry leaders like Pragmatic Play, delivering world‑class gaming experiences to players everywhere.
• We don’t just build products—we build opportunities, invest in our people, and foster growth at every level.

The Shift Supervisor in Workforce Management (WFM) is responsible for overseeing daily workforce operations, ensuring workflow efficiency, real‑time issue resolution, and compliance with company policies and procedures. This role serves as the first point of contact for escalations, monitors staffing and performance metrics, and supports both specialists and management in optimizing workforce efficiency. Additionally, the Shift Supervisor fosters effective communication, ensures reporting accuracy, maintains compliance, and drives continuous improvement initiatives while acting as a backup for WFM specialists when necessary.

• Schedule Coordination:
  Organize, coordinate, and supervise daily schedules and rotations, ensuring smooth operational flow, adequate coverage, and business continuity.
• Real‑Time Escalation:
  Act as the primary escalation point for workforce issues, providing immediate support, guidance, and backup coverage when required.
• Performance Management:
  Track KPIs, monitor adherence and efficiency, provide feedback, and conduct regular one‑on‑one meetings with team members.
• Onboarding & Training:
  Support the integration and development of new hires, oversee training initiatives, and actively contribute to performance evaluations.
• Shift & Absence Management:
  Manage shift schedules, resolve conflicts, handle unplanned absences, and address employee requests in a professional and timely manner.
• Reporting & Compliance:
  Generate accurate reports for management, ensure compliance with WFM policies, internal guidelines, and legislative regulations, while identifying process improvements.
• Cross‑Department
  
  Collaboration:
  
  Maintain strong communication with HR, Operations, and other departments to align staffing, share updates, and support organizational goals.
• Work Environment & Safety:
  Promote a positive and safe workplace by upholding company standards, maintaining confidentiality, and cooperating with health and safety personnel.
• Process Optimization:
  Suggest, implement, and drive improvements in workforce processes, tools, and reporting systems to enhance efficiency.
• Organizational Contribution:
  Actively support operational excellence, strategic planning, and organizational reputation through teamwork, accountability, and innovation.

• Minimum 6 months of hands‑on experience as a Workforce Management Specialist.
• Strong knowledge of workforce planning, intraday management, scheduling, and KPI tracking.
• Proven leadership skills with the ability to guide, motivate, and develop a team.
• Exceptional organizational skills, accuracy, and ability to manage multiple priorities in a fast‑paced environment.
• Flexible, adaptable, and solution‑oriented mindset with focus on continuous improvement.
• High sense of professionalism, accountability, and ability to maintain confidentiality.

• Accommodation will be provided by the company.
• Meal program (One Meal per shift).
• Transportation allowance.

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• Role Level: Mid‑Level
• Work Type:
  Full‑Time
• Country:
  United Arab Emirates
• City:
  Ras Al Khaimah
• Company Website:
• Job Function:
  Sales
• Company Industry: Software Development
• Sector:
  Software Development