Command Centre Lead

RAKBANK

Ras Al Khaimah

On-site

AED 320,000 - 520,000

Full time

5 days ago

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Benefits offered by this job

Medical coverage for you and youramily

Comprehensive life insurance

Career development opportunities

Job summary

RAKBANK in the United Arab Emirates seeks an experienced operations leader to run the Command Centre and Real-Time Operations, workforce management, dialer governance, and incident management. You will drive performance, monitor capacity, and ensure seamless service across channels.

Responsibilities include leveraging BI insights, optimizing staffing, and guiding cross-functional stakeholders. A bachelor’s degree and 5–7 years in contact centre/ops roles are required, with ambition for

Qualifications

Bachelor's degree in relevant field.
5-7 years of experience in Contact Centre Operations, Workforce Management, Command Centre, Real-Time Management, Dialer Operations, or Service Operations.
Proven experience managing operational performance, incidents, service recovery, and stakeholder engagement.
Experience in workforce planning, operational governance, KPI management, and dashboard-driven decision making.
Strong track record of delivering operational improvements and customer experience enhancements.

Responsibilities

Lead real-time monitoring of service levels, demand, queue performance, and stability.
Drive service recovery actions during high-volume periods and disruptions.
Ensure visibility of operational performance across contact channels.
Act as the command hub for coordination and issue resolution.
Partner with Workforce Management to optimize staffing, schedules, occupancy, utilization, and capacity readiness.
Monitor intraday performance and implement corrective actions.
Support resource planning, hiring readiness, and operational preparedness.
Drive efficiency through data-driven insights and planning.
Manage dialer governance and performance across campaigns.
Monitor outreach performance, productivity, and contact rates.
Align dialer strategies with business goals and CX objectives.
Optimize operational efficiency through dialer utilization.
Lead incident management, escalation coordination, and service recovery.
Conduct root cause analysis and oversee post-incident actions.
Maintain playbooks, escalation frameworks, and recovery procedures.
Provide timely leadership updates during service-impacting events.
Leverage dashboards, speech analytics, call analysis, and reporting to identify trends.
Monitor customer experience indicators and risk factors.
Develop executive dashboards and performance reports.
Collaborate with multiple stakeholders; drive governance forums and improvements.
Mentor Command Centre Analysts and foster continuous improvement.

Skills

Real-Time Operations Management

Workforce Management & Capacity

Dialer Governance & Monitoring

Incident & Escalation Management

Business Intelligence & Analytics

Data-Driven Decision Making

Operational Risk Management

Customer Experience Management

Stakeholder Management & Influencing

Leadership & Team Development

Problem Solving & Critical Thinking

Continuous Improvement & Change Mgmt

Education

Bachelor's Degree in Business Administration, Operations Management, Information Systems, Data Analytics, or related field

Tools

Genesys Cloud

Genesys Engage

NICE IEX

Verint

Aspect

Excel

Power BI

IVR systems

ACD environments

Routing technologies

Job description

What Youll Be Doing:

Command Centre & Real-Time Operations

Lead real-time monitoring of service levels, customer demand, queue performance, and operational stability.
Drive service recovery actions during high-volume periods and operational disruptions.
Ensure continuous visibility of operational performance across customer contact channels.
Act as the command hub for operational coordination and issue resolution.

Workforce Management & Capacity Planning

Partner closely with Workforce Management teams to optimize staffing, schedule adherence, occupancy, utilization, and capacity readiness.
Monitor intraday performance and implement corrective actions where required.
Support resource planning, hiring readiness, and operational preparedness.
Drive workforce efficiency through data-driven insights and planning.

Dialer Governance & Performance Management

Manage dialer governance and performance across multiple teams and campaigns.
Monitor campaign effectiveness, outreach performance, productivity, and contact rates.
Ensure dialer strategies are aligned with business goals and customer experience objectives.
Optimize operational efficiency through effective dialer utilization.

Incident & Service Recovery Management

Lead operational incident management, escalation coordination, and service recovery activities.
Conduct root cause analysis and oversee post-incident action plans.
Maintain operational playbooks, escalation frameworks, and recovery procedures.
Provide timely communication and updates to leadership during service-impacting events

Business Intelligence & Customer Insights

Leverage dashboards, speech analytics, call analysis, and operational reporting to identify trends and opportunities.
Monitor customer experience indicators and operational risk factors.
Develop executive dashboards and performance reports for senior management.
Deliver actionable insights that improve customer outcomes and operational performance.

Stakeholder Management & Continuous Improvement

Collaborate with Operations, Workforce Management, Quality, Digital, IT, Compliance, Fraud, HR, and Business stakeholders.
Facilitate operational governance forums and performance reviews.
Drive process improvements, automation initiatives, and customer experience enhancements.
Mentor and support Command Centre Analysts and Specialists while fostering a culture of accountability and continuous improvement.

What Were Looking For:

Education

Bachelors Degree in Business Administration, Operations Management, Information Systems, Data Analytics, or a related field.

Experience

5-7 years of experience in Contact Centre Operations, Workforce Management, Command Centre, Real-Time Management, Dialer Operations, or Service Operations.
Proven experience managing operational performance, incidents, service recovery, and stakeholder engagement.
Experience in workforce planning, operational governance, KPI management, and dashboard-driven decision making.
Strong track record of delivering operational improvements and customer experience enhancements.

Technical Expertise

Experience with Genesys Cloud or Genesys Engage.
Knowledge of Workforce Management platforms such as NICE IEX, Verint, Aspect, or similar.
Experience with dialer management platforms, IVR systems, ACD environments, and routing technologies.
Strong analytical skills using Excel, Power BI, or other business intelligence tools.
Experience working with speech analytics and customer insight solutions is highly desirable.

What’s In It For You:

Competitive, performance-linked compensation.
Medical coverage for you and your family.
Comprehensive life insurance.
Opportunity to lead a critical operational function driving customer experience and service performance.
Exposure to advanced workforce management, analytics, and operational excellence practices.
Career development opportunities within one of the UAE's leading banks.
A collaborative and innovation-focused environment that values continuous improvement.

Skills: