Assistant Manager – Contact Centre WFM

Role Overview

Assistant Manager – Contact Centre WFM at RAK Bank. The role is based in the contact centre operations environment, managing real-time workforce and performance dynamics to ensure service delivery excellence.

Role Purpose

The Assistant Manager is responsible for managing real-time contact centre operations to ensure optimal service levels, workforce utilization, and operational efficiency. The role oversees intraday performance, monitors key service metrics, and implements immediate corrective actions to address volume fluctuations, staffing gaps, and service risks.

Key Responsibilities

Real-Time Adherence & Compliance

• Monitor real-time adherence at agent level and flag non-compliance immediately.
• Drive strict adherence governance with operations and ensure corrective actions are tracked.
• Ensure floor discipline by enforcing login/logout and AUX usage standards.
• Validate schedule deployment versus actual login patterns and highlight deviations.
• Manage intraday adherence and schedule compliance within WFM platforms.

Intraday Forecasting & Interval Analysis

• Manage intraday reforecasting based on volume trends and unexpected spikes.
• Perform real-time interval analysis at 15/30/60 minute increments to ensure recovery against SLA dips.
• Analyze forecast versus actual variance drivers and feed insights into planning cycles.
• Benchmark intraday performance trends against historical patterns.
• Monitor queue aging and take action to prevent backlog accumulation.

Resource Management & Optimization

• Track and optimize occupancy levels to avoid burnout or underutilization.
• Perform real-time schedule optimization including break adjustments, overtime activation, and skill reallocation.
• Drive channel balancing between Voice, Chat, and Email based on demand-supply gaps.
• Manage skill group effectiveness and recommend optimization changes.
• Support WFM planning with insights on recurring demand versus staffing mismatch.

Incident & Contingency Management

• Activate contingency plans during system issues, outages, or surge scenarios.
• Coordinate with internal IT/Vendor/Genesys teams for real-time system defects impacting queues.
• Support incident bridges with real-time data inputs and recovery projections.
• Provide real-time decision support to Operations during high-risk intervals.

Call Deflection & Digital Channel Strategy

• Implement call deflection strategies including IVR messaging, digital push, and callbacks during peak load.
• Monitor and optimize IVR flows, routing logic, and self-service performance.
• Collaborate with Digital/Product teams to drive self-service adoption and reduce assisted volumes.

Performance Monitoring & Analytics

• Maintain real-time dashboards accuracy and data integrity checks.
• Analyze shrinkage drivers intraday and escalate abnormal trends.
• Partner with Training/QA to flag skill gaps impacting real-time performance.
• Support RCA preparation with detailed intraday insights and action logs.
• Ensure compliance with service level (SLA) and business KPIs, including response time, resolution efficiency, and productivity standards.

Reporting & Process Standardization

• Drive daily intraday review calls with clear action trackers.
• Build and maintain RTM playbooks for different scenarios including peak, outage, and campaign.
• Automate and standardize RTM reporting templates where possible.
• Drive automation and standardization of RTM processes and reporting.

Governance & Compliance

• Ensure compliance with audit, regulatory, and internal governance standards.

Qualifications & Experience

• Bachelor's degree in Business or related field.
• Minimum 3–4 years of experience in WFM with strong real-time management (RTM) exposure in a contact centre environment.
• Familiarity with contact centres and front-facing teams.

Skills & Competencies

• Genesys Cloud / Genesys Engage (required).
• WFM platform: NICE IEX, Verint, Aspect, or equivalent.
• Excel and Power BI for intraday reporting and trend analysis.
• ACD, IVR, and queue management systems.
• English: Fluent (written and spoken) — required.
• Arabic: Proficiency is an advantage.

Additional Information

• COPC certification is an advantage.
• Relevant WFM or contact centre industry certification is preferred.