Command Centre Lead
Employer not yet confirmed · UAE
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