WFM Manager

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

Workforce & Business Intelligence Manager

The Workforce & Business Intelligence Manager is responsible for optimizing workforce planning, forecasting, scheduling, and performance analytics across contact center operations. The role ensures efficient resource allocation, supports achievement of service level agreements, and leverages business intelligence insights to improve operational performance and enhance the overall customer experience for 2P’s clients.

• Develop accurate forecasts for call volumes, workloads, and staffing requirements based on historical data, trends, and business needs.
• Build and maintain staffing models to ensure optimal resource allocation across shifts, teams, and projects.
• Analyze demand patterns and recommend workforce strategies to improve operational efficiency.
• Support capacity planning to ensure alignment between staffing levels and service delivery targets.

• Prepare, maintain, and optimize staff schedules to ensure adequate coverage across all shifts.
• Allocate resources effectively to meet service level agreements (SLAs), productivity targets, and operational requirements.
• Monitor schedule adherence by shift, team, and individual to identify gaps and areas for improvement.
• Coordinate with operations teams to address real-time staffing challenges and coverage requirements.

• Analyze key contact center performance metrics, including service levels, average handling time, productivity, and adherence.
• Identify trends, variances, and performance gaps to recommend corrective and preventive actions.
• Support continuous improvement of forecasting and scheduling processes to enhance operational KPIs and customer satisfaction.
• Provide actionable insights to operations leadership to improve efficiency and service quality.
• Prepare and share agent, queue, and workforce performance reports with operations leadership for review and decision-making.
• Analyze workforce and operational data to identify trends, patterns, risks, and improvement opportunities.
• Develop and maintain BI dashboards and reports that provide real-time visibility into contact center performance.
• Deliver business intelligence reports with clear insights and recommended actions.
• Ensure accuracy, timeliness, and quality of all workforce and performance reports.

• Support and execute special projects assigned by 2P, including new bids, proposals, and workforce-related initiatives.
• Provide workforce data, analysis, and planning inputs for business opportunities and operational projects.
• Ensure assigned special projects are completed within agreed timelines.

• Bachelor’s degree in Business Administration, Human Resources, Information Systems, Data Analytics, or a related field.

• Minimum 5 years of proven experience in workforce management, service delivery management, contact center operations, or a related field.
• Experience in forecasting, scheduling, staffing analysis, and performance reporting within contact center environments.

• Proficiency in workforce management, scheduling, and resource planning.
• Strong data analysis and reporting skills.
• Ability to develop dashboards, reports, and operational insights.
• Good understanding of contact center KPIs, including service level, schedule adherence, average handling time, occupancy, and productivity.
• Ability to translate data into actionable business recommendations.
• Knowledge of BI tools and workforce management systems is preferred.