Assistant Manager, Business Intelligence & Insights

Rakbank; United Arab Emirates; On-site; AED 201,000 - 402,000; Full time

Job summary

Rakbank in the United Arab Emirates is seeking an Assistant Manager – Business Intelligence to develop BI capabilities, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations.

You will design and maintain dashboards, analyze service levels and productivity, partner with Operations, IT, and WFM to define requirements, ensure data accuracy, and support KPI frameworks and executive insights.

Qualifications

• Bachelor’s degree in business or related field.
• 3–4 years’ experience in WFM with RTM exposure in contact centres.
• Familiarity with contact centres and front-facing teams.
• Proficiency in Genesys Cloud / Engage and WFM platforms.
• Excel and Power BI for intraday reporting and trend analysis.

Responsibilities

• Design, maintain, and enhance dashboards and reports for Voice and Virtual performance management.
• Analyze service levels, volumes, productivity, customer trends, complaint patterns, and operational efficiency.
• Partner with Operations, IT, and Business teams to define reporting requirements and performance measures.
• Ensure data accuracy, report consistency, version control, and governance across dashboards.
• Translate complex data into clear insights, root causes, risks, and actionable recommendations for leadership and operations.
• Develop KPIs and enterprise reporting standards.
• Support automation and self-service dashboard adoption.

Skills

WFM

RTM exposure

Contact centre domain

Data analysis

Dashboard design

Communication

Education

Bachelor’s degree in business or related field

Tools

Genesys Cloud/Engage

NICE IEX

Verint

Aspect

Excel

Power BI

ACD/IVR systems

Job description

Rakbank in the United Arab Emirates is seeking an Assistant Manager – Business Intelligence to develop BI capabilities, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations.

You will design and maintain dashboards, analyze service levels and productivity, partner with Operations, IT, and WFM to define requirements, ensure data accuracy, and support KPI frameworks and executive insights.