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Assistant Manager – Contact Centre WFM
Rakbank
Abu Dhabi, UAE
Full-time
Mid-Senior
Onsite
Discovered Today
Contact centre workforce managementReal-time workforce managementGenesys Cloud or Genesys EngageNICE IEX, Verint, Aspect, or equivalent WFM platformExcelPower BI
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Contact centre workforce managementReal-time workforce managementGenesys Cloud or Genesys Engage
Role Overview
Manage real-time contact centre operations to optimize service levels, workforce utilization, and operational efficiency.
Oversee intraday performance, service metrics, corrective actions, staffing risks, and customer experience through real-time decision-making.
Key Skills for This Role
Contact centre workforce managementReal-time workforce managementGenesys Cloud or Genesys EngageNICE IEX, Verint, Aspect, or equivalent WFM platformExcelPower BI
Full Job Posting
About the Role
Manage real-time contact centre operations to optimize service levels, workforce utilization, and operational efficiency.
Oversee intraday performance, service metrics, corrective actions, staffing risks, and customer experience through real-time decision-making.
Real-Time Operations
- Monitor agent adherence, enforce adherence governance, and track corrective actions.
- Manage intraday reforecasting, interval analysis, contingency plans, and recovery against service-level dips.
- Coordinate with IT, vendors, and Genesys teams on system defects affecting queues.
- Balance voice, chat, and email channels based on demand and staffing gaps.
- Monitor queue aging, occupancy, skill groups, shrinkage, login patterns, and floor discipline.
Optimization and Reporting
- Implement IVR messaging, digital push, callbacks, and other call deflection strategies during peak load.
- Partner with Digital and Product teams to increase self-service adoption and reduce assisted volumes.
- Maintain real-time dashboards, data integrity checks, RTM playbooks, action trackers, and reporting templates.
- Analyze forecast-versus-actual variance, benchmark historical trends, and support WFM planning.
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