Assistant Manager-Business Intelligence
RAKBANK · United Arab Emirates
About the role:
- As an Assistant Manager Business Intelligence you will be responsible for developing business intelligence, performance insights, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations. The role enables leadership visibility on performance, trends, productivity, service quality, operational risks, and business outcomes.
What you will be doing:
- Design, maintain, and enhance dashboards, reports, scorecards, and analytical views for Voice and Virtual performance management.
- Analyze service levels, volumes, productivity, customer trends, complaint patterns, digital adoption, campaign performance, and operational efficiency.
- Partner with Operations, WFM, Quality, Process, IT, and Business teams to define reporting requirements and performance measures.
- Ensure data accuracy, report consistency, version control, and governance across recurring management packs and operational dashboards.
- Translate complex data into clear insights, root causes, risks, and actionable recommendations for leadership and operations.
- Support automation, reporting standardization, KPI tracking, and self-service dashboard adoption.
- Prepare executive summaries, trend analysis, productivity snapshots, and performance review inputs.
- Identify data gaps, system reporting limitations, process issues, and improvement opportunities.
- Develop and maintain enterprise-level KPI frameworks, performance scorecards, and departmental reporting standards.
- Conduct root cause analysis on operational variances and provide recommendations to improve customer experience, productivity, quality, and service performance.
- Create predictive and trend-based analysis to support forecasting, capacity planning, workforce optimization, and strategic decision-making.
- Monitor performance against business objectives and proactively highlight risks, opportunities, and emerging trends.
- Collaborate with stakeholders to automate manual reporting processes and improve reporting efficiency and data accessibility.
- Support governance forums, management reviews, and leadership presentations through actionable business insights and performance narratives.
- Validate and reconcile data from multiple sources to ensure reporting integrity and reliability.
- Develop Power BI dashboards, automated reporting tools, and visualization solutions to enhance business visibility and decision-making.
- Support business cases, transformation initiatives, and continuous improvement projects through data analysis and performance measurement.
- Provide ad-hoc analytical support for customer experience, operational performance, quality management, workforce management, and strategic initiatives.
- Establish reporting controls, data dictionaries, KPI definitions, and documentation standards to ensure consistency across the organization.
- Identify opportunities to leverage analytics, AI, and data-driven methodologies to improve operational effectiveness and customer outcomes.
- Act as the central reporting and analytics subject matter expert for Voice & Virtual Transformation initiatives.
What We’re Looking For
Minimum Qualification:
- Bachelor’s degree in business or related field.
- Minimum 3-4 years' experience in WFM with strong RTM exposure in contact centre environment
- Familiarity with contact centers and front-facing teams
- Technical Skills / Tools (Required):
- Genesys Cloud / Genesys Engage (required)
- WFM platform: NICE IEX, Verint, Aspect, or equivalent
- Excel / Power BI for intraday reporting and trend analysis
- ACD, IVR, and queue management systems
- Language Requirements:
- English: Fluent (written and spoken) — required
- Arabic: Proficiency is an advantage
- Certifications (Preferred):
- COPC certification is an advantage
- Relevant WFM / contact centre industry certification preferred
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