Command Centre Lead

What You'll Be Doing:

Command Centre & Real-Time Operations

• Lead real-time monitoring of service levels, customer demand, queue performance, and operational stability.
• Drive service recovery actions during high-volume periods and operational disruptions.
• Ensure continuous visibility of operational performance across customer contact channels.
• Act as the command hub for operational coordination and issue resolution.

Workforce Management & Capacity Planning

• Partner closely with Workforce Management teams to optimize staffing, schedule adherence, occupancy, utilization, and capacity readiness.
• Monitor intraday performance and implement corrective actions where required.
• Support resource planning, hiring readiness, and operational preparedness.
• Drive workforce efficiency through data-driven insights and planning.

Dialer Governance & Performance Management

• Manage dialer governance and performance across multiple teams and campaigns.
• Monitor campaign effectiveness, outreach performance, productivity, and contact rates.
• Ensure dialer strategies are aligned with business goals and customer experience objectives.
• Optimize operational efficiency through effective dialer utilization.

Incident & Service Recovery Management

• Lead operational incident management, escalation coordination, and service recovery activities.
• Conduct root cause analysis and oversee post-incident action plans.
• Maintain operational playbooks, escalation frameworks, and recovery procedures.
• Provide timely communication and updates to leadership during service-impacting events

Business Intelligence & Customer Insights

• Leverage dashboards, speech analytics, call analysis, and operational reporting to identify trends and opportunities.
• Monitor customer experience indicators and operational risk factors.
• Develop executive dashboards and performance reports for senior management.
• Deliver actionable insights that improve customer outcomes and operational performance.

Stakeholder Management & Continuous Improvement

• Collaborate with Operations, Workforce Management, Quality, Digital, IT, Compliance, Fraud, HR, and Business stakeholders.
• Facilitate operational governance forums and performance reviews.
• Drive process improvements, automation initiatives, and customer experience enhancements.
• Mentor and support Command Centre Analysts and Specialists while fostering a culture of accountability and continuous improvement.

What We're Looking For:

Education

• Bachelor's Degree in Business Administration, Operations Management, Information Systems, Data Analytics, or a related field.

Experience

• 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.

Technical Expertise

• Experience with Genesys Cloud or Genesys Engage.
• Knowledge of Workforce Management platforms such as NICE IEX, Verint, Aspect, or similar.
• Experience with dialer management platforms, IVR systems, ACD environments, and routing technologies.
• Strong analytical skills using Excel, Power BI, or other business intelligence tools.
• Experience working with speech analytics and customer insight solutions is highly desirable.

What’s In It For You:

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Opportunity to lead a critical operational function driving customer experience and service performance.
• Exposure to advanced workforce management, analytics, and operational excellence practices.
• Career development opportunities within one of the UAE's leading banks.
• A collaborative and innovation-focused environment that values continuous improvement.

Skills:

• Real-Time Operations Management
• Workforce Management & Capacity Optimization
• Dialer Governance & Performance Monitoring
• Incident & Escalation Management
• Business Intelligence & Analytics
• Data-Driven Decision Making
• Operational Risk Management
• Customer Experience Management
• Stakeholder Management & Influencing
• Leadership & Team Development
• Problem Solving & Critical Thinking
• Continuous Improvement & Change Management