Real-Time Command Centre Lead – Operations & CX

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

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.