Command Centre Lead

TALENTMATE

Ras Al Khaimah

On-site

AED 120,000 - 160,000

Full time

5 days ago

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Benefits offered by this job

Competitive compensation

Medical coverage

Life insurance

Career development opportunities

Job summary

TALENTMATE is seeking a Mid-Level Operations Manager in Ras Al Khaimah to oversee real-time monitoring and optimize service performance in a Call Center environment. You will collaborate closely with various teams to ensure operational stability and drive continuous improvements through data and analytics.

With a Bachelor’s degree and 5-7 years in relevant fields, you will impact customer experience while fostering a culture of accountability.

Qualifications

5-7 years of experience in Contact Centre Operations, Workforce Management, or Service Operations.
Proven experience managing operational performance, incidents, and service recovery.
Strong analytical skills using Excel, Power BI or other business intelligence tools.

Responsibilities

Lead real-time monitoring of service levels and operational stability.
Drive service recovery actions during high-volume periods.
Support resource planning, hiring readiness, and operational preparedness.
Provide timely updates during service-impacting events.
Leverage dashboards and analytics to identify trends and opportunities.

Skills

Real-Time Operations Management

Workforce Management

Dialer Governance

Incident Management

Business Intelligence

Data-Driven Decision Making

Operational Risk Management

Customer Experience Management

Stakeholder Management

Leadership

Problem Solving

Continuous Improvement

Education

Bachelor's Degree in Business Administration or related field

Tools

Genesys Cloud

NICE IEX

Verint

Excel

Power BI

Job description

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.

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 UAEs leading banks.
A collaborative and innovation-focused environment that values continuous improvement.

Skills