Assistant Manager – Contact Centre WFM

RAKBANK

On-siteFull TimeMid LevelFinance & Banking
Posted 1d ago

Why we think you can apply

Employer country
United Arab Emirates
Hiring model
UAE-based role · the employer hires in the UAE
Work from
The employer's office · on-site
Time-zone overlap
Gulf Standard Time · none needed

Posted 1 day ago · apply link checked 22 hours ago

About the role

Responsibilities

  • Monitor real-time adherence at agent level and flag non-compliance
  • Manage intraday reforecasting based on volume trends and unexpected spikes
  • Perform real-time interval analysis to ensure recovery against SLA dips
  • Activate contingency plans during system issues, outages, or surge scenarios
  • Coordinate with IT and vendors for real-time system defects impacting queues
  • Drive channel balancing between Voice, Chat, and Email based on demand
  • Implement call deflection strategies via IVR messaging and digital push
  • Monitor queue aging and optimize occupancy levels to prevent burnout
  • Validate schedule deployment versus actual login patterns
  • Analyze shrinkage drivers intraday and escalate abnormal trends
  • Maintain real-time dashboards and drive daily intraday review calls
  • Build and maintain RTM playbooks for various operational scenarios

Requirements

  • Bachelor's degree in Business or a related field
  • 3-4 years of experience in Workforce Management (WFM) with strong Real-Time Management (RTM) exposure
  • Proficiency in Genesys Cloud or Genesys Engage
  • Experience with WFM platforms such as NICE IEX, Verint, or Aspect
  • Advanced skills in Excel and Power BI for reporting and trend analysis
  • Knowledge of ACD, IVR, and queue management systems
  • Fluent written and spoken English

Preferred Qualifications

  • Proficiency in Arabic
  • COPC certification
  • Relevant WFM or contact center industry certifications

What we look for

  • Bachelor's degree in Business or related field
  • 3-4 years experience in WFM
  • Strong RTM exposure in contact centre environment
  • Genesys Cloud / Genesys Engage
  • WFM platform experience (NICE IEX, Verint, Aspect)
  • Excel
  • Power BI
  • ACD, IVR, and queue management systems
ExcelPower BIGenesysNICE IEXVerintAspect
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