Business Intelligence Lead, Voice & Virtual Operations

Rakbank; Ras Al Khaimah; On-site; AED 279,000 - 469,000; Full time

Job description

Job Description:

About the role:

• As an Assistant Manager Business Intelligence you will be responsible for developing business intelligence, performance insights, dashboards, reporting governance, and data-driven recommendations across Voice and Virtual operations. The role enables leadership visibility on performance, trends, productivity, service quality, operational risks, and business outcomes.

What you will be doing:

• 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 clear insights, root causes, risks, and actionable recommendations for leadership and operations.
• Support automation, reporting 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.
• Develop and maintain enterprise-level KPI frameworks, performance scorecards, and departmental reporting standards.
• Conduct root cause analysis on operational variances and provide recommendations to improve customer experience, productivity, quality, and service performance.
• Create predictive and trend-based analysis to support forecasting, capacity planning, workforce optimization, and strategic decision-making.
• Monitor performance against business objectives and proactively highlight risks, opportunities, and emerging trends.
• Collaborate with stakeholders to automate manual reporting processes and improve reporting efficiency and data accessibility.
• Support governance forums, management reviews, and leadership presentations through actionable business insights and performance narratives.
• Validate and reconcile data from multiple sources to ensure reporting integrity and reliability.
• Develop Power BI dashboards, automated reporting tools, and visualization solutions to enhance business visibility and decision-making.
• Support business cases, transformation initiatives, and continuous improvement projects through data analysis and performance measurement.
• Provide ad-hoc analytical support for customer experience, operational performance, quality management, workforce management, and strategic initiatives.
• Establish reporting controls, data dictionaries, KPI definitions, and documentation standards to ensure consistency across the organization.
• Identify opportunities to leverage analytics, AI, and data-driven methodologies to improve operational effectiveness and customer outcomes.
• Act as the central reporting and analytics subject matter expert for Voice & Virtual Transformation initiatives.

What We’re Looking For

Minimum Qualification:

1. Bachelor’s degree in business or related field.
2. Minimum 3-4 years experience in WFM with strong RTM exposure in contact centre environment
3. Familiarity with contact centers and front-facing teams
4. Technical Skills / Tools (Required):
5. Genesys Cloud / Genesys Engage (required)
6. WFM platform: NICE IEX, Verint, Aspect, or equivalent
7. Excel / Power BI for intraday reporting and trend analysis
8. ACD, IVR, and queue management systems
9. Language Requirements:
10. English: Fluent (written and spoken) — required
11. Arabic: Proficiency is an advantage
12. Certifications (Preferred):
13. COPC certification is an advantage
14. Relevant WFM / contact centre industry certification preferred

Requirements: