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Assistant Manager-Business Intelligence
Rakbank
Abu Dhabi, UAE
Full-time
Mid-Senior
Onsite
Discovered Today
Business intelligenceWorkforce management (WFM)Real-time management (RTM)Power BIMicrosoft ExcelGenesys Cloud or Genesys Engage
Free
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Business intelligenceWorkforce management (WFM)Real-time management (RTM)
Role Overview
Develop business intelligence, performance insights, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations.
Provide leadership visibility into performance, trends, productivity, service quality, operational risks, and business outcomes.
Act as the central reporting and analytics subject matter expert for Voice and Virtual Transformation initiatives.
Key Skills for This Role
Business intelligenceWorkforce management (WFM)Real-time management (RTM)Power BIMicrosoft ExcelGenesys Cloud or Genesys Engage
Full Job Posting
About the Role
Develop business intelligence, performance insights, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations.
Provide leadership visibility into performance, trends, productivity, service quality, operational risks, and business outcomes.
Act as the central reporting and analytics subject matter expert for Voice and Virtual Transformation initiatives.
Core Responsibilities
- 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 insights, root causes, risks, and actionable recommendations.
- Support reporting automation, 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.
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