Dialer Management Lead

RAKBANK is seeking a Dialer Management Lead for its banking operations in the United Arab Emirates. This position suits a professional who combines role-specific knowledge with dependable execution, sound judgement, attention to detail and a commitment to customer service and control standards.

Job Overview

The position manages contact-centre capacity and real-time service performance. It uses live queue, staffing, adherence and demand information to help operations maintain service levels, balance workloads and respond quickly when volumes or staffing change.

Key Responsibilities

• Monitor agent adherence, queue conditions, service levels, occupancy and interval performance throughout the day.
• Adjust intraday staffing plans and recommend schedule changes when demand differs from forecasts.
• Coordinate with operations leaders, workforce planning, quality teams and technology support during service disruptions.
• Balance demand across voice and digital channels and help reduce avoidable queue build-up.
• Maintain accurate real-time dashboards, action logs, performance reports and recovery forecasts.
• Review recurring demand and staffing gaps, document root causes and recommend improvements to workforce processes.

Requirements and Qualifications

• A bachelor’s degree in business or a related discipline is stated for this role.
• The role calls for 3–4 years of workforce-management experience, including strong real-time management exposure in a contact centre.
• Experience with Genesys Cloud or Genesys Engage and a WFM platform such as NICE IEX, Verint or Aspect is relevant.
• Excel or Power BI reporting ability, knowledge of ACD/IVR/queue systems and fluent English are required; Arabic and COPC/WFM certifications are advantages.

Skills

Useful strengths include sound judgement under time pressure, numerical analysis, workforce planning, clear shift-level communication, issue escalation and the ability to explain service-level movements to operational teams.

Employment Details

Location: United Arab Emirates. The position sits within a regulated banking environment and requires respect for customer confidentiality, internal controls and relevant procedures. The role operates in a regulated banking environment where accuracy, confidentiality, accountability and customer protection matter. The successful candidate should maintain reliable records, follow approved procedures, raise concerns promptly and work constructively with colleagues and stakeholders. Applicants should be ready to discuss relevant experience and explain how their skills match the responsibilities of the position.