Real-Time Operations Command Lead
Rakbank
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Rakbank is seeking a senior operations leader to oversee real-time performance, workforce planning, dialer governance, and incident management within the contact centre. You will drive data-driven decisions, build executive dashboards, and partner with multiple stakeholders to improve customer outcomes.
The role emphasizes governance, continuous improvement, and leadership in a fast-paced banking environment in the UAE.
Qualifications
- 5-7 years in Contact Centre Ops, WFM or Real-Time Management.
- Proven track record in incidents, service recovery and stakeholder engagement.
- Experience in KPI governance, dashboards, and data-driven decisions.
Responsibilities
- Lead real-time monitoring of service levels, demand, queue, and stability.
- Drive recovery actions during high volumes and disruptions.
- Coordinate workforce capacity, scheduling, and readiness with stakeholders.
- Oversee dialer governance and campaign performance.
- Develop executive dashboards and insights for senior management.
Skills
Education
Tools
Job description
Rakbank is seeking a senior operations leader to oversee real-time performance, workforce planning, dialer governance, and incident management within the contact centre. You will drive data-driven decisions, build executive dashboards, and partner with multiple stakeholders to improve customer outcomes.
The role emphasizes governance, continuous improvement, and leadership in a fast-paced banking environment in the UAE.
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