Real-Time Contact Center Operations Lead

Rakbank; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

Rakbank in the United Arab Emirates is seeking an Assistant Manager to lead real-time contact centre operations, ensuring optimal service levels, intraday performance, and efficient resource management. You will collaborate with Workforce Management, Operations, and Team Leaders to maintain SLA adherence and high customer satisfaction.

Responsibilities include monitoring agent adherence, guiding corrective actions, intraday reforecasting, real-time interval analysis, incident coordination with

Qualifications

• Bachelor’s degree in Business or related field.

Responsibilities

• Monitor real-time agent adherence and flag non-compliance immediately.
• Drive adherence governance with operations and ensure corrective actions are tracked.
• Manage intraday reforecasting based on volume trends and spikes.
• Perform real-time interval analysis (15/30/60 mins) to recover SLA dips.
• Activate contingency plans during system issues, outages, or surge scenarios.
• Coordinate with IT/Vendor/Genesys teams for real-time defects impacting queues.
• Drive channel balancing between Voice/Chat/Email based on demand-supply gaps.
• Implement call deflection strategies during peak load.
• Support incident bridges with real-time data inputs and recovery projections.
• Monitor queue aging and take action to prevent backlog.
• Track occupancy and ensure staffing avoids burnout or underutilization.
• Validate schedule deployment vs actual login patterns and highlight deviations.

Job description

Rakbank in the United Arab Emirates is seeking an Assistant Manager to lead real-time contact centre operations, ensuring optimal service levels, intraday performance, and efficient resource management. You will collaborate with Workforce Management, Operations, and Team Leaders to maintain SLA adherence and high customer satisfaction.

Responsibilities include monitoring agent adherence, guiding corrective actions, intraday reforecasting, real-time interval analysis, incident coordination with