Real-Time Operations Command Centre Lead

Rakbank; United Arab Emirates; On-site; AED 420,000 - 660,000; Full time

Benefits offered by this job

Medical coverage for you and your team

Life insurance

Career development opportunities

Collaborative, innovation-focused work

Job summary

Rakbank is seeking a senior operations leader to own Command Centre activities in real-time monitoring, incident management, and workforce optimization within a UAE-based contact centre environment.

You will drive service recovery, oversee dialer governance, and develop executive dashboards to improve customer outcomes and operational performance. A strong mix of analytics, stakeholder engagement, and leadership is essential.

Qualifications

• Bachelor’s degree in a related field.
• 5–7 years in contact centre or operational roles.
• Experience with performance dashboards and KPI governance.
• Strong analytical and stakeholder engagement skills.

Responsibilities

• Lead real-time monitoring of service levels, demand, queue performance and stability.
• Drive service recovery during high-volume periods and disruptions.
• Ensure visibility of performance across customer contact channels.
• Act as command hub for operational coordination and issue resolution.
• Partner with Workforce Management to optimize staffing and capacity readiness.
• Monitor intraday performance and implement corrective actions.
• Manage dialer governance and campaign performance.
• Conduct root cause analyses and oversee post-incident actions.
• Develop executive dashboards and performance reports for senior management.
• Collaborate with cross-functional stakeholders to drive improvements and automation.

Skills

Real-Time Operations Management

Workforce Management

Dialer Governance

Incident Management

Business Intelligence & Analytics

Data-Driven Decision Making

Operational Risk Management

Customer Experience Management

Leadership & Team Development

Education

Bachelor's Degree in Business Administration or related field

Tools

Genesys Cloud/Genesys Engage

NICE IEX / Verint / Aspect

Dialer Management Platforms

IVR / ACD / Routing Tech

Excel / Power BI

Job description

Rakbank is seeking a senior operations leader to own Command Centre activities in real-time monitoring, incident management, and workforce optimization within a UAE-based contact centre environment.

You will drive service recovery, oversee dialer governance, and develop executive dashboards to improve customer outcomes and operational performance. A strong mix of analytics, stakeholder engagement, and leadership is essential.