WFM & Operations Lead — Contact Center Excellence

ADIB Group; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in the UAE is seeking a Workforce Management & Operations Manager to oversee the MIS Team and manage the performance of contact center operations. This critical role includes ensuring optimal scheduling, conducting coaching sessions, and improving call center efficiency through data analysis and collaboration with various stakeholders. Ideal candidates will have managerial experience and strong communication skills, along with knowledge of banking services and regulatory standards.

Qualifications

• Managerial experience in workforce management.
• Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank.
• Familiarity with scheduling/forecasting principles.

Responsibilities

• Manage and lead a team and ensure operational readiness.
• Conduct coaching sessions and employee engagement activities.
• Work closely to enhance call center efficiency.

Skills

Excellent knowledge of ADIBs Retail Banking products & services

Language and communications skills

Selling Skills

Computer and management information skills

Numbers driven

Tools

MS Office

Job description

A leading banking institution in the UAE is seeking a Workforce Management & Operations Manager to oversee the MIS Team and manage the performance of contact center operations. This critical role includes ensuring optimal scheduling, conducting coaching sessions, and improving call center efficiency through data analysis and collaboration with various stakeholders. Ideal candidates will have managerial experience and strong communication skills, along with knowledge of banking services and regulatory standards.