Operations Manager-Command Center - Cash Services

Transguard Group
Dubai
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 5-10 yearsEducation: bachelorsSkills: ["Advanced analytical decision-making","Customer service","Customer focus","Leadership","Problem-solving"]

Oversee 24/7 Command Center and Call Centre operations for the Cash Services team, managing Team Leaders and a wider group of ~80 staff. Drive continuous improvement across service levels, processes, and infrastructure using planning and analysis data to identify waste, optimize routes, and propose corrective actions. Monitor call quality, manage customer issues, govern operational documentation, lead vendor/service reviews, and plan hiring, induction, and performance/training needs. Introduce lean and automation, and apply AI/ML to streamline routine tasks.

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FursaFursa
Transguard Group
Transguard Group
2 days ago

Operations Manager-Command Center - Cash Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Oversee 24/7 Command Center and Call Centre operations for the Cash Services team, managing Team Leaders and a wider group of ~80 staff. Drive continuous improvement across service levels, processes, and infrastructure using planning and analysis data to identify waste, optimize routes, and propose corrective actions. Monitor call quality, manage customer issues, govern operational documentation, lead vendor/service reviews, and plan hiring, induction, and performance/training needs. Introduce lean and automation, and apply AI/ML to streamline routine tasks.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Oversee 24/7 Command Center, Call Centre, and Planning & Analysis operations, including line management of Team Leaders and support of ~80 staff members.
  • •Manage call quality by analyzing live and recorded calls, improving procedures, and handling customer complaints and technical issues.
  • •Analyze operational planning and analysis data to identify wastage, service gaps, and areas for cost savings; optimize and design routes within budget.
  • •Run operational processes and governance, including process document library, idle-time identification, balance scorecard, and 1-2-1 compliance.
  • •Lead innovation via lean and automation, integrate AI/ML for routine tasks, and coordinate staff interviews, induction/probation plans, and vendor service review meetings.

Key Requirements

  • •5 to 10 years of Command Center and/or Call Center environment experience (desirable in the same field).
  • •Minimum graduate degree.
  • •Management experience within a Command Center and/or Call Center environment (desirable).
  • •Advanced analytical and decision-making skills to find trends and make recommendations from available data.
  • •Expert computer skills in MS Office (Word, Excel, Outlook, PowerPoint) and advanced knowledge of helpdesk applications.
Experience:5-10 yearsCall centerCommand center
Education:Bachelor's
Skills:Advanced analytical decision-makingCustomer serviceCustomer focusLeadershipProblem-solving
Languages:US
Tech Stack:MS OfficeWordExcelOutlookPowerPointHelpdesk applicationsDashboardsAutomation toolsLean methodsArtificial Intelligence (AI)Machine Learning (ML)

Company Brief

Transguard Group
Provides integrated business support services including facilities management, security, aviation, cash services, and workforce solutions. Transguard serves clients across the UAE with large-scale outsourced operations and on-site service delivery.
Industry: Facility Management
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Dubai, United Arab Emirates
Founded: 2001
WebsiteLinkedIn