Command Centre Lead

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Leadership","Stakeholder management","Problem solving","Critical thinking","Continuous improvement"]

Lead real-time monitoring and operational coordination for Voice and Virtual customer channels, ensuring service levels, stability, and effective service recovery during disruptions. Own command centre processes for workforce management capacity planning, dialer governance, incident escalation, and post-incident actions. Use dashboards, speech analytics, and call analysis to deliver executive reporting and actionable insights. Collaborate across Operations, WFM, Quality, IT, Compliance, Fraud, HR, and Business to drive continuous improvement and mentor Command Centre analysts.

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FursaFursa
RAKBANK
RAKBANK
3 days ago

Command Centre Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead real-time monitoring and operational coordination for Voice and Virtual customer channels, ensuring service levels, stability, and effective service recovery during disruptions. Own command centre processes for workforce management capacity planning, dialer governance, incident escalation, and post-incident actions. Use dashboards, speech analytics, and call analysis to deliver executive reporting and actionable insights. Collaborate across Operations, WFM, Quality, IT, Compliance, Fraud, HR, and Business to drive continuous improvement and mentor Command Centre analysts.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead real-time monitoring of service levels, customer demand, queue performance, and operational stability, and drive service recovery during disruptions.
  • •Partner with Workforce Management to optimize staffing, schedule adherence, occupancy, utilization, and capacity readiness, including intraday corrective actions.
  • •Manage dialer governance and performance across teams and campaigns, monitoring outreach effectiveness, productivity, and contact rates.
  • •Lead incident management and escalation coordination, performing root cause analysis and overseeing post-incident action plans.
  • •Use dashboards and speech/call analytics to identify trends and produce executive performance reports; mentor Command Centre analysts and drive continuous improvement.

Pay and Benefits

Perks:Health InsuranceLife Insurance

Key Requirements

  • •Bachelor’s degree in Business Administration, Operations Management, Information Systems, Data Analytics, or a 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.
  • •Experience with Genesys Cloud or Genesys Engage and workforce/dialer platforms (e.g., NICE IEX, Verint, Aspect), plus analytics tools like Excel and Power BI.
Experience:Contact center operationsWorkforce managementReal-time operationsDialer operationsService operations
Education:Bachelor's in Business Administration, Operations Management, Information Systems, Data Analytics (or related field)
Skills:LeadershipStakeholder managementProblem solvingCritical thinkingContinuous improvement
Tech Stack:Genesys CloudGenesys EngageNICE IEXVerintAspectExcelPower BISpeech analyticsIVRACDRouting technologies

Company Brief

RAKBANK
RAKBANK is a United Arab Emirates-based bank offering personal, business, and commercial banking services, including accounts, cards, loans, deposits, and digital banking products. It serves retail customers and SMEs across the UAE.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ras Al Khaimah, United Arab Emirates
Founded: 1976
WebsiteLinkedIn