Assistant Manager – Contact Centre WFM

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: []

Manage real-time contact centre operations to achieve optimal service levels, workforce utilization, and operational efficiency. Oversee intraday performance monitoring, interval analysis, occupancy and queue aging, and enforce SLA adherence through corrective actions. Lead reforecasting and schedule adherence governance, activate contingency plans for outages/surges, and coordinate with WFM, Operations, IT/Vendor, and Genesys teams to resolve queue-impacting system issues. Build RTM playbooks, dashboards, and reporting templates to drive continuous improvement.

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FursaFursa
RAKBANK
RAKBANK
3 days ago

Assistant Manager – Contact Centre WFM

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Manage real-time contact centre operations to achieve optimal service levels, workforce utilization, and operational efficiency. Oversee intraday performance monitoring, interval analysis, occupancy and queue aging, and enforce SLA adherence through corrective actions. Lead reforecasting and schedule adherence governance, activate contingency plans for outages/surges, and coordinate with WFM, Operations, IT/Vendor, and Genesys teams to resolve queue-impacting system issues. Build RTM playbooks, dashboards, and reporting templates to drive continuous improvement.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Monitor agent-level real-time adherence and ensure corrective actions are tracked with operations.
  • •Perform intraday reforecasting, interval analysis (15/30/60 mins), and recovery actions for SLA dips.
  • •Activate contingency plans during system issues, outages, and surge scenarios, including incident bridge inputs.
  • •Drive channel balancing (Voice/Chat/Email), call deflection strategies (IVR messaging/digital push), and IVR flow/routing optimization.
  • •Maintain real-time dashboards and automate RTM reporting templates while benchmarking performance trends and supporting WFM planning insights.

Key Requirements

  • •Bachelor’s degree in Business or related field.
  • •3-4 years experience in WFM with strong RTM exposure in a contact centre environment.
  • •Familiarity with contact centres and front-facing teams.
  • •Genesys Cloud / Genesys Engage experience.
  • •Experience with WFM platform tools such as NICE IEX, Verint, Aspect (or equivalent), plus Excel/Power BI for intraday reporting.
Experience:Workforce managementContact centreReal-time management
Education:Bachelor's in Business or related field
Certifications:COPC
Languages:EnglishArabic
Tech Stack:Genesys CloudGenesys EngageNICE IEXVerintAspectExcelPower BIACDIVRQueue managementWFM platformsRTM dashboardsIntraday reporting

Company Brief

RAKBANK
RAKBANK is a United Arab Emirates-based bank offering personal, business, and commercial banking services, including accounts, cards, loans, deposits, and digital banking products. It serves retail customers and SMEs across the UAE.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ras Al Khaimah, United Arab Emirates
Founded: 1976
WebsiteLinkedIn