Real-Time Operations Lead

RAKBANK

Ras Al Khaimah

On-site

AED 320,000 - 520,000

Full time

5 days ago

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Benefits offered by this job

Medical coverage for you and youramily

Comprehensive life insurance

Career development opportunities

Job summary

RAKBANK in the United Arab Emirates seeks an experienced operations leader to run the Command Centre and Real-Time Operations, workforce management, dialer governance, and incident management. You will drive performance, monitor capacity, and ensure seamless service across channels.

Responsibilities include leveraging BI insights, optimizing staffing, and guiding cross-functional stakeholders. A bachelor’s degree and 5–7 years in contact centre/ops roles are required, with ambition for

Qualifications

Bachelor's degree in relevant 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.
Strong track record of delivering operational improvements and customer experience enhancements.

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 the command hub for coordination and issue resolution.
Partner with Workforce Management to optimize staffing, schedules, occupancy, utilization, and capacity readiness.
Monitor intraday performance and implement corrective actions.
Support resource planning, hiring readiness, and operational preparedness.
Drive efficiency through data-driven insights and planning.
Manage dialer governance and performance across campaigns.
Monitor outreach performance, productivity, and contact rates.
Align dialer strategies with business goals and CX objectives.
Optimize operational efficiency through dialer utilization.
Lead incident management, escalation coordination, and service recovery.
Conduct root cause analysis and oversee post-incident actions.
Maintain playbooks, escalation frameworks, and recovery procedures.
Provide timely leadership updates during service-impacting events.
Leverage dashboards, speech analytics, call analysis, and reporting to identify trends.
Monitor customer experience indicators and risk factors.
Develop executive dashboards and performance reports.
Collaborate with multiple stakeholders; drive governance forums and improvements.
Mentor Command Centre Analysts and foster continuous improvement.