Real-Time Command Centre Lead, Operations & Analytics

TALENTMATE; Ras Al Khaimah; On-site; AED 120,000 - 160,000; Full time

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

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.