Team Leader - Customer Experience

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 5-7 yearsEducation: bachelorsSkills: ["Incident management","Operational monitoring","Stakeholder coordination","Trend analysis","Continuous improvement"]

Lead command centre operations for the contact centre, monitoring real-time performance across all customer contact channels to meet SLAs, customer experience, and productivity targets. Drive incident management, business continuity, and service recovery by coordinating with Operations, Workforce Management, IT, Digital, Product, and Support teams. Manage dashboards and operational playbooks, perform trend analysis and RCA, and mentor Command Centre Analysts to improve service efficiency and continuity.

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FursaFursa
RAKBANK
RAKBANK
1 day ago

Team Leader - Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead command centre operations for the contact centre, monitoring real-time performance across all customer contact channels to meet SLAs, customer experience, and productivity targets. Drive incident management, business continuity, and service recovery by coordinating with Operations, Workforce Management, IT, Digital, Product, and Support teams. Manage dashboards and operational playbooks, perform trend analysis and RCA, and mentor Command Centre Analysts to improve service efficiency and continuity.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Monitor and manage real-time operational performance across all customer contact channels.
  • •Drive adherence to SLAs, customer experience, and productivity targets.
  • •Lead incident management, business continuity, and service recovery activities.
  • •Coordinate with Operations, Workforce Management, IT, Digital, Product, and Support teams to resolve critical issues.
  • •Mentor and develop Command Centre Analysts and Specialists, and manage command centre dashboards and executive reporting.

Key Requirements

  • •5–7 years of experience in Contact Centre Operations, Command Centre, Workforce Management, Real-Time Management, or Service Operations.
  • •Proven experience in incident management, operational monitoring, and stakeholder coordination.
  • •Experience working with contact centre platforms, workforce management tools, and reporting dashboards.
  • •Genesys Cloud / Genesys Engage (required) and experience with WFM platforms such as NICE IEX, Verint, Aspect, or equivalent.
  • •Fluent English (written and spoken); Arabic proficiency is an advantage.
Experience:5-7 yearsContact center operationsCommand centerWorkforce managementService operationsReal-time management
Education:Bachelor's in business administration, Operations Management, Information Systems, or related field
Skills:Incident managementOperational monitoringStakeholder coordinationTrend analysisContinuous improvement
Certifications:COPCWFM / contact centre industry certificationOperationsWorkforce ManagementProject ManagementBusiness Continuity Management
Languages:EnglishArabic
Tech Stack:Genesys CloudGenesys EngageNICE IEXVerintAspectExcelPower BIACDIVRQueue managementCommand Centre dashboards

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