Workforce Management (WFM) Manager
Location
Amman, Jordan
Company Description
CsMena is a leading Business Process Outsourcing (BPO) company delivering multilingual Customer Experience (CX), Contact Center, Content Moderation, Back Office, and Business Support Services to organizations across the Middle East and international markets.
Through operational excellence, technology-enabled solutions, and highly skilled professionals, CsMena enables organizations to enhance customer experiences, optimize business processes, and achieve sustainable growth.
As part of our continued expansion, we are seeking an exceptional Workforce Management Manager to lead our capacity planning, forecasting, scheduling, and real-time operations.
About the Role
The Workforce Management Manager will align staffing resources with operational demand across multiple communication channels (voice, chat, email, messaging). You will directly influence service level agreements (SLAs), operational efficiency, labor cost optimization, and overall customer and agent satisfaction.
Reporting to executive leadership, the successful candidate will oversee the strategic allocation, forecasting, scheduling, and real-time optimization of an organization’s operational staff.
Key Responsibilities
Workforce Management & Operations
· Strategic Staffing: Execute robust workforce planning strategies to align headcount, skill sets, and operational demands across all service channels.
· Scheduling & Cost Optimization: Oversee shift scheduling and roster management to ensure optimal operational coverage while effectively controlling labor costs and overtime.
· Performance Analytics & KPIs: Define, monitor, and report on core WFM metrics (e.g., Service Levels, Shrinkage, Adherence, Erlang modeling) to evaluate staffing efficiency and operational output.
· Continuous Improvement: Analyze performance data to isolate operational bottlenecks, recommend data-driven solutions, and execute targeted process improvements.
· Technology & Systems Integration: Partner with IT and vendor teams to implement, maintain, and continuously optimize WFM platforms and tech infrastructure.
Client Billing & Invoicing
· Billable Hours Reconciliation: Audit and reconcile WFM time-tracking data (ACD logins, shift hours, overtime, and productive time) against contractually agreed-upon billable structures (e.g., per-log-hour, per-handled-contact, or FTE rate).
· Invoice Generation: Prepare, review, and issue accurate monthly/bi-weekly client invoices in accordance with client Master Service Agreements (MSAs) and Statement of Work (SOW) terms.
· Variance & Discrepancy Audits: Investigate and resolve discrepancies between forecasted operational hours, actual tracked agent hours, and billed client line items.
· KPI & SLA Penalty Tracking: Track client-specific performance metrics (e.g., SLA achievements, volume caps, or penalty/bonus structures) and reflect applicable credits or bonuses accurately on billing statements.
· Client Financial Communication: Serve as the primary point of contact for client finance/billing inquiries, audit requests, and invoice disputes.
Strategy & Strategic Alignment
· Goal Setting (ABCs & OKRs): Drive the development and execution of divisional objectives and key results (OKRs) in alignment with broader cross-functional business goals.
· Tactical & Operational Planning: Formulate actionable team plans, make high-impact decisions, and establish operational workflows that directly support divisional strategies.
· Leadership & Succession Planning: Delegate key tactical responsibilities to high-potential team members to build leadership capability and strengthen organizational succession readiness.
· Performance Tracking: Regularly track divisional OKRs and metrics, taking swift corrective action when performance deviates from target benchmarks.
People Leadership & Development
· Performance Management: Set clear goals, conduct fair evaluations, provide regular coaching, and maintain continuous feedback loops for all direct reports.
· Talent Acquisition & Retention: Participate actively in identifying, interviewing, and onboarding high-caliber talent for the department.
· Workflow & Task Management: Establish strategic priorities, assign clear responsibilities, and monitor daily workflows to maintain team productivity.
· Innovation & Engagement: Foster a culture of knowledge-sharing, continuous learning, and innovation by encouraging team contribution to improvement initiatives.
Financial & Budget Governance
· Budget Ownership: Lead the department’s budgeting process, ensuring accurate planning, forecast inputs, and strategic resource allocation.
· Financial Management & ROI: Monitor budget utilization, identify cost-saving opportunities, and implement strategies that deliver a positive financial impact for HS.
· Risk Mitigation: Proactively identify, manage, and mitigate financial and operational risks, providing transparent reporting on departmental progress and challenges to executive leadership.
Governance, Policy & Organizational Culture
· Compliance & Standards: Enforce adherence to all organizational policies, operational workflows, and regulatory guidelines to ensure controlled, consistent daily operations.
· Process Excellence: Continuously review practices and workflows to enhance overall operational effectiveness and service delivery.
· Values & Workplace Culture: Champion a high-performance, inclusive work environment that reflects and reinforces HS’s core values
Required Qualifications
- Bachelor's degree in Business, Management, or a related field is required.
- Master’s degree in a relevant field is preferred.
- Excellent communication, negotiation, and presentation skills.
- Fluency in English and Arabic.
Required Experience
- Minimum 8-10 years of progressive experience within the BPO, Contact Center, Customer Experience, or Managed Services industry.
- Minimum 3–6 years of experience in Workforce Management, Operations Planning, or Capacity Planning.
- Proven exposure to forecasting, scheduling, and performance reporting
Core Competencies
· Quantitative & Data Analytics
· WFM Systems Expertise
· Capacity Planning & Staffing Optimization
· Real-Time Queue & Intraday Management
· Financial & Budgeting Acumen
· Client Billing & Invoicing
· Strategic Vision & Alignment
· Talent Development & Coaching
· Problem-Solving & Continuous Improvement
· Change Management
· Cross-Functional Collaboration
· Decision-Making Under Pressure
Key Performance Indicators (KPIs)
· Forecasting & Accuracy
· Scheduling & Attendance
· Operational Performance & Service Delivery
· Labor Efficiency & Financial Metrics
What We Offer
- Competitive executive compensation package.
- Performance-based annual bonus.
- Opportunity to lead large-scale, multi-client operations within a growing regional BPO organization.
- Executive leadership development opportunities.
- Collaborative, innovation-driven, and high-performance work environment.
- Opportunity to play a key role in shaping the future growth and operational excellence of CsMena
