Workforce Management Team Leader

About the role

Boutiqaat is seeking a dynamic Workforce Management (WFM) Team Leader to drive data‑based workforce strategies across its omnichannel customer service operations. You will own forecasting, scheduling, real‑time performance monitoring and continuous improvement initiatives that directly influence customer experience.

Key responsibilities

• Develop accurate forecasting models and capacity plans for voice, chat, email, social and self‑service channels.
• Optimize schedules, staffing and shift patterns to meet service‑level targets.
• Monitor intraday operations, trigger corrective actions and ensure business continuity.
• Produce reporting, analytics and actionable insights for Operations, HR, Finance, IT and Training.
• Lead Lean, Six Sigma and automation projects to improve WFM processes.
• Promote fair scheduling, agent welfare and fatigue management.

Required profile

• Bachelor’s degree in Business Administration, Communications or a related field.
• 5+ years of experience in contact‑center operations or workforce management.
• At least 2 years in a supervisory or leadership role.
• Experience in omnichannel WFM environments (voice, chat, email, social).
• Fluent in English and Arabic.

Required skills

• Proficiency with WFM systems and scheduling tools.
• Knowledge of ACD/telephony platforms, CRM and reporting tools.
• Lean / Six Sigma methodology.
• COPC CX Standard certification.
• SWPP Workforce Management certification.

What we offer

• Opportunity to shape workforce strategy in a fast‑growing e‑commerce beauty and lifestyle retailer.
• Hands‑on experience, mentorship and real impact on operational efficiency.
• Collaborative environment with cross‑functional teams.