Senior Manager, 24/7 Integrated Control Centre

Transguard Group; Dubai; On-site; AED 350,000 - 500,000; Full time

Job summary

Transguard Group in Dubai is recruiting a Senior Manager for the Integrated Control Centre (ICC) to provide strategic and operational leadership of a centralised 24/7 control function responsible for workforce deployment across the group.

You will oversee ~45,000 employees, manage two pillars (Contact Centre Operations and Ground Operations), drive process improvements, data-driven decisions, and technology-enabled service delivery in a high-volume, 24/7 environment.

Qualifications

• Minimum of 10 years of experience in operations, workforce management, logistics, or contact centre leadership.
• Proven experience managing large-scale, high-volume, time-critical operations.
• Strong background in contact centre operations and/or workforce deployment models.
• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Advanced degree (MBA or equivalent) preferred.
• Strong leadership capability across centralised and field-based teams.
• Advanced analytical capability with strong data-driven decision-making skills.
• Experience with workforce technologies, real-time tracking systems, and operational analytics platforms.
• Excellent stakeholder management, communication, and problem-solving skills.

Responsibilities

• Act as the central coordination hub between Business Units, Demand Planning, and Transport.
• Deliver high-quality service to internal stakeholders through accurate, timely, and transparent workforce deployment and communication.
• Provide real-time visibility, escalation management, and issue resolution across the organisation.
• Lead a high-volume, 24/7 contact centre managing all inbound and outbound operational communications.
• Ensure accurate capture, validation, and dissemination of workforce data across stakeholders.
• Maintain real-time coordination of operational changes, disruptions, and requirements.
• Own the end-to-end workforce deployment lifecycle, from planning validation through to execution on the ground.
• Establish, govern, and continuously improve ICC SOPs, controls, and operating frameworks.
• Follow assigned rosters
• Board correct buses
• Arrive on time to assigned locations
• Ensure adherence to processes covering: Shift allocation and deployment; Attendance tracking and compliance; Transport boarding accuracy; Replacement and backfill management
• Manage real-time replacement planning and execution to ensure uninterrupted service delivery
• Lead the digital transformation of the ICC, embedding a data-driven operating model.
• Identify and eliminate non-value-add activities, driving process standardisation and optimisation at scale.
• Implement and optimise technologies including: Workforce management systems; Real-time attendance and tracking solutions; Automated communication platforms; Operational dashboards and analytics tools
• Leverage advanced analytics and predictive insights to anticipate absenteeism, demand fluctuations, and operational risks.
• Drive automation and continuous improvement to manage high transaction volumes efficiently and accurately.
• Designing, practicing and delivering complex Business continuity planning across a range of serious scenarios including Flood/Fire/War/Contagious Outbreak

Skills

Leadership

Operations management

Data analytics

Workforce deployment

Stakeholder management

Education

Bachelor's degree

MBA preferred

Tools

Workforce management systems

Real-time tracking systems

Analytics platforms

Job description

Transguard Group in Dubai is recruiting a Senior Manager for the Integrated Control Centre (ICC) to provide strategic and operational leadership of a centralised 24/7 control function responsible for workforce deployment across the group.

You will oversee ~45,000 employees, manage two pillars (Contact Centre Operations and Ground Operations), drive process improvements, data-driven decisions, and technology-enabled service delivery in a high-volume, 24/7 environment.