Command Centre Lead RAKBANK 09:37

AimGulf; Ras Al Khaimah; On-site; AED 300,000 - 520,000; Full time

Benefits offered by this job

Medical coverage for you and your affili

Career development opportunities

Job summary

The National Bank of Ras Al Khaimah is seeking a Command Centre Lead to oversee real-time operations in Ras Al Khaimah, UAE. You will monitor service levels, drive recovery actions, and coordinate with Workforce Management to optimize staffing and capacity.

We seek 5-7 years' experience in contact centre or real-time management, with a strong focus on customer experience improvements and stakeholder engagement. This is an on-site role in the UAE bank’s operations hub.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Information Systems, Data Analytics or related field.
• 5-7 years in Contact Centre Operations, Workforce Management, Command Centre, Real-Time Management or related fields.
• Experience with KPI management, dashboards and stakeholder engagement.
• Proven track record of customer experience improvements.

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 command hub for coordination and issue resolution.
• Partner with Workforce Management to optimize staffing, adherence and capacity.

Skills

Real-Time Ops

Workforce Management

Dialer Governance

BI & Analytics

Data-Driven Decisions

Customer Experience

Leadership

Stakeholder Management

Genesys Cloud/Engage

Excel/Power BI

Education

Bachelor's Degree in Business Administration

Tools

NICE IEX

Verint

Aspect

Job description

Job Location: Ras Al Khaimah, United Arab Emirates

Work Mode: On-site

Date Posted: 28 October 2026

Job Reference/ID: 626

Job Description / Role:

Command Centre Lead at RAKBANK in Ras Al Khaimah, United Arab Emirates.

Key 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 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.
• 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.
• 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 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.
• 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.

Experience Required:

• 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.

Education Qualifications: Bachelor’s Degree in Business Administration, Operations Management, Information Systems, Data Analytics, or a related field.

Skills Required:

• Real-Time Operations Management
• Workforce Management & Capacity Optimization
• Dialer Governance & Performance Monitoring
• Business Intelligence & Analytics
• Data-Driven Decision Making
• Customer Experience Management
• Stakeholder Management & Influencing
• Leadership & Team Development
• Problem Solving & Critical Thinking
• Genesys Cloud or Genesys Engage
• Workforce Management platforms such as NICE IEX, Verint, Aspect, or similar
• Dialer management platforms, IVR systems, ACD environments, and routing technologies
• Strong analytical skills using Excel, Power BI, or other business intelligence tools
• Speech analytics and customer insight solutions

Employment / Job Type: Full Time

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• 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.

Nationality: Any Nationality

About the Company:

The National Bank of Ras Al Khaimah, a UAE bank offering personal, business, corporate and Islamic banking. Its services include accounts, cards, loans, insurance and digital banking, delivered through branches and mobile channels.

Company Industry: Banking

Department / Functional Area: Operations

Closing Date: 17 November 2026