Assistant Manager-Business Intelligence

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Data Analytics & Business IntelligenceExperience: 3-4 yearsEducation: bachelorsSkills: ["Root cause analysis","Stakeholder management","Data visualization","Communication","Data governance"]

Develop and enhance dashboards, reports, scorecards, and analytical views for Voice and Virtual operations. Analyze service levels, volumes, productivity, customer and complaint trends, digital adoption, and campaign performance to provide leadership with actionable insights and root-cause recommendations. Partner with Operations, WFM, Quality, Process, IT, and Business teams on reporting governance, KPI frameworks, automation, data accuracy, and self-service analytics adoption. Build Power BI solutions and support forecasting and capacity planning.

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FursaFursa
RAKBANK
RAKBANK
3 days ago

Assistant Manager-Business Intelligence

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Job Summary

Develop and enhance dashboards, reports, scorecards, and analytical views for Voice and Virtual operations. Analyze service levels, volumes, productivity, customer and complaint trends, digital adoption, and campaign performance to provide leadership with actionable insights and root-cause recommendations. Partner with Operations, WFM, Quality, Process, IT, and Business teams on reporting governance, KPI frameworks, automation, data accuracy, and self-service analytics adoption. Build Power BI solutions and support forecasting and capacity planning.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Manager level

Key Responsibilities

  • •Design, maintain, and enhance dashboards, reports, scorecards, and analytical views for Voice and Virtual performance management.
  • •Analyze service levels, volumes, productivity, customer and complaint trends, digital adoption, campaign performance, and operational efficiency.
  • •Partner with Operations, WFM, Quality, Process, IT, and Business teams to define reporting requirements, performance measures, governance, and KPI frameworks.
  • •Translate complex data into insights, root causes, risks, and actionable recommendations for leadership and operations, including executive summaries and trend analysis.
  • •Develop predictive and trend-based analysis to support forecasting, capacity planning, workforce optimization, and strategic decision-making, including automation and self-service adoption.

Key Requirements

  • •Bachelor’s degree in business or a 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.
  • •Technical skills: Genesys Cloud / Genesys Engage, WFM platform (NICE IEX, Verint, Aspect, or equivalent), and Excel / Power BI.
  • •Fluency in English (written and spoken).
Experience:3-4 yearsContact centerWorkforce managementWFMTelecommunications
Education:Bachelor's in business
Skills:Root cause analysisStakeholder managementData visualizationCommunicationData governance
Certifications:COPC
Languages:EnglishArabic
Tech Stack:Power BIExcelGenesys CloudGenesys EngageNICE IEXVerintAspectACDIVRQueue management systemsAI

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