Assistant Manager-Business Intelligence

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

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

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.