Real-Time Operations Command Leader

Rakbank

Ras Al Khaimah

On-site

AED 300,000 - 460,000

Full time

5 days ago

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Benefits offered by this job

Medical coverage

Life insurance

Career development

Job summary

RAKBANK in the United Arab Emirates is seeking a senior leader to head Command Centre & Real-Time Operations. You will monitor service levels, demand, and queue performance while driving recovery actions during peak periods.

You will collaborate with Workforce Management and Quality teams to optimize staffing, capacity, and governance across multiple channels, leveraging data-driven insights to improve outcomes and customer experience.

Qualifications

Bachelors degree in Business Administration, Operations Management, Information Systems, Data Analytics, or related field.
5-7 years of experience in Contact Centre Operations, Workforce Management, Command Centre, Real-Time Management, Dialer Operations, or Service Operations.
Proven experience managing operational performance, incidents, service recovery, and stakeholder engagement.
Experience in workforce planning, operational governance, KPI management, and dashboard-driven decision making.

Responsibilities

Lead real-time monitoring of service levels, customer demand, queue performance, and operational stability.
Drive service recovery actions during high-volume periods and operational disruptions.
Ensure continuous visibility of operational performance across customer contact channels.
Act as the command hub for operational coordination and issue resolution.
Partner with Workforce Management to optimize staffing, schedules, occupancy, and capacity readiness.
Monitor intraday performance and implement corrective actions where required.
Support resource planning, hiring readiness, and operational preparedness.
Drive workforce efficiency through data-driven insights and planning.
Manage dialer governance and performance across campaigns.
Monitor campaign effectiveness, outreach performance, productivity, and contact rates.
Ensure dialer strategies align with business goals and customer experience objectives.
Optimize operational efficiency through dialer utilization.
Lead operational incident management, escalation coordination, and service recovery activities.
Conduct root cause analysis and oversee post-incident action plans.
Maintain operational playbooks, escalation frameworks, and recovery procedures.
Provide timely communication and updates to leadership during service-impacting events.
Leverage dashboards, speech analytics, call analysis, and reporting to identify trends.
Monitor customer experience indicators and operational risk factors.
Develop executive dashboards and performance reports for senior management.
Deliver actionable insights that improve customer outcomes and performance.
Collaborate with Operations, Workforce Management, Quality, Digital, IT, Compliance, Fraud, HR, and Business stakeholders.
Facilitate governance forums and performance reviews.
Drive process improvements, automation initiatives, and CX enhancements.
Mentor Command Centre Analysts and Specialists; foster accountability and continuous improvement.