Workforce Management Analyst

In line with the UAE Government's strategy of empowering and developing nationals,

Emirates NBD Group is committed to welcoming the young generation into an innovative, modern, supportive work environment to contribute to the nation's success. We seek the best UAEN talents to join our ENBD family.

About the Role:

As an IRTM Senior Associate, you will oversee real-time workforce operations, ensuring service levels are achieved and performance is closely monitored. The role requires strong analytical capabilities and advanced Excel skills to support data-driven decision-making and operational excellence.

What You Will Do:

Monitor staffing and service levels across channels

Prepare and deliver accurate performance and real-time reports

Support workforce management initiatives and continuous improvements

Analyze data trends and provide actionable insights to enhance efficiency

Collaborate with stakeholders to support operational excellence

What You Will Need:

UAE National with Family Book

Bachelor's degree in any field

Strong to advanced proficiency in MS Excel is essential (pivot tables, formulas, data analysis)

Banking or call center experience is preferred but not mandatory

Strong analytical, problem-solving, and communication skills

Knowledge of Workforce Management tools (IEX, Verint, Genesys, Aspect) is a plus

Benefits:

Competitive salary

Incentives based on KPIs achieved

Health insurance

Career development opportunities

ENBD employee benefits