Command Centre Lead

RAKBANK; Ras Al Khaimah; On-site; AED 300,000 - 460,000; Full time

Benefits offered by this job

Medical coverage

Life insurance

Career development

Job summary

RAKBANK in the United Arab Emirates is seeking a senior leader to head Command Centre & Real-Time Operations. You will monitor service levels, demand, and queue performance while driving recovery actions during peak periods.

You will collaborate with Workforce Management and Quality teams to optimize staffing, capacity, and governance across multiple channels, leveraging data-driven insights to improve outcomes and customer experience.

Qualifications

• Bachelors degree in Business Administration, Operations Management, Information Systems, Data Analytics, or related 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.

Responsibilities

• 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.
• Partner with Workforce Management to optimize staffing, schedules, occupancy, 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.
• Manage dialer governance and performance across campaigns.
• Monitor campaign effectiveness, outreach performance, productivity, and contact rates.
• Ensure dialer strategies align with business goals and customer experience objectives.
• Optimize operational efficiency through dialer utilization.
• 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.
• Leverage dashboards, speech analytics, call analysis, and reporting to identify trends.
• 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 performance.
• Collaborate with Operations, Workforce Management, Quality, Digital, IT, Compliance, Fraud, HR, and Business stakeholders.
• Facilitate governance forums and performance reviews.
• Drive process improvements, automation initiatives, and CX enhancements.
• Mentor Command Centre Analysts and Specialists; foster accountability and continuous improvement.

Skills

Real-Time Operations

Workforce Management

Dialer Governance

Incident Escalation

Business Intelligence

Data-Driven Decision Making

Operational Risk Management

Customer Experience Management

Stakeholder Management

Leadership & Team Development

Problem Solving

Continuous Improvement

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

Dialer platforms

IVR systems

ACD environments

Routing technologies

Excel

Power BI

Job description

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 We’re 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:

• Real-Time Operations Management
• Workforce Management & Capacity Optimization
• Dialer Governance & Performance 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 Management