Workforce Manager

About UsDaftra - دفترة is a leading cloud-based SaaS provider supporting more than 50 business sectors across the Arab region. Our platform delivers secure, scalable, and fully customizable enterprise management solutions with a 99.9% uptime guarantee, accessible anytime, anywhere, across multiple devices.At Daftra, we simplify business operations by empowering organizations with flexible systems that grow with their needs backed by strong engineering, product excellence, and customer-centric innovation.Objective of the Position:The Workforce Manager leads the Workforce Management (WFM) function for Daftra’s Accounting ERP. This role is responsible for forecasting demand, capacity planning, scheduling, and real‑time workforce optimization across all customer interaction channels call centre, email, live chat, tickets, online meetings and developer support. The Workforce Manager ensures service level achievement, operational efficiency, and optimal resource utilization while fostering agent engagement and supporting both customer-facing and technical support teams.Duties & Responsibilities:Develop and execute workforce management strategies, including forecasting, capacity planning, and resource allocation, to support business growth and operational objectives.Lead multi-channel demand forecasting and staffing planning across voice, email, ticketing, and meeting channels, ensuring optimal resource utilization and service delivery.Oversee scheduling, real-time management, and workforce optimization activities to maintain service levels, improve productivity, and enhance customer experience.Manage workforce management systems and tools, ensuring effective utilization, continuous enhancement, and successful implementation of new features and projects.Monitor workforce performance through KPIs such as service level, adherence, occupancy, shrinkage, utilization, and forecast accuracy, providing actionable insights and recommendations to leadership.Drive continuous improvement initiatives by optimizing workforce processes, implementing best practices, and leveraging Lean, Six Sigma, or similar methodologies.Lead and develop the Workforce Management team through coaching, performance management, training, and succession planning to build a high-performing function.Collaborate closely with Operations, HR, Sales, Product, and IT teams to align workforce strategies with business needs, hiring plans, and operational targets.Act as the subject matter expert for workforce planning and optimization, supporting strategic decision-making through data-driven analysis and reporting.Ensure compliance with company policies, workforce governance standards, labor regulations, and service level commitments while maintaining process documentation and audit readiness.Qualifications:Education & Experience Bachelor’s degree in a relevant field.10+ years of experience in Workforce Management, Contact Center Operations, or Capacity Planning, including 3+ years in a leadership role.Experience managing workforce operations across multi-channel customer support environments.Technical SkillsStrong expertise in workforce forecasting, scheduling, capacity planning, and real-time management.Hands-on experience with WFM platforms such as NICE, Verint, Genesys, or similar tools.Strong analytical, reporting, and data visualization skills (Excel, Power BI, etc.).Knowledge of contact center technologies, workforce analytics, and operational performance management.Leadership & Soft SkillsStrong leadership, communication, and stakeholder management skills.Data-driven decision-maker with excellent analytical and problem-solving abilities.Ability to lead teams, manage priorities, and drive continuous improvement in a fast-paced environment.Preferred CertificationCOPC, Lean Six Sigma, or Workforce Management certifications are a plus.Why Join Daftra?- USD Salary- Transportation allowance- Career growth- MBA discount- Gym membership- Friendly environment