Assistant Manager – Business Intelligence

About the role

The Assistant Manager – Business Intelligence will develop dashboards, reporting governance and data‑driven insights for Voice and Virtual operations. This role provides leadership visibility on performance, trends, productivity, service quality and operational risks.

Key responsibilities

• 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 and campaign performance.
• Partner with Operations, WFM, Quality, Process, IT and Business teams to define reporting requirements and performance measures.
• Ensure data accuracy, version control and governance across recurring management packs and operational dashboards.
• Translate complex data into clear insights, root‑cause analysis, risks and actionable recommendations for leadership.
• Develop Power BI dashboards, automated reporting tools and visualization solutions to improve business visibility.
• Identify data gaps, system limitations and process issues, proposing improvement opportunities.
• Support automation, KPI tracking, self‑service dashboard adoption and governance forums.

Required profile

• Bachelor’s degree in business or a related field.
• 3‑4 years of experience in Workforce Management with strong RTM exposure in a contact‑centre environment.
• Fluent English (written and spoken); Arabic proficiency is an advantage.
• Preferred certifications: COPC or other contact‑centre/WFM certifications.

Required skills

• Genesys Cloud / Genesys Engage.
• WFM platforms such as NICE IEX, Verint or Aspect.
• Excel and Power BI for intraday reporting and trend analysis.
• ACD, IVR and queue‑management systems.