As a Command Centre Lead, you will be the central point of coordination for real-time operations across our Voice & Virtual channels, ensuring service excellence, operational resilience, workforce optimization, and exceptional customer outcomes. Reporting to the Head of Customer Experience Hub, you will lead Command Centre activities, workforce management coordination, operational incident response, dialer governance, service recovery, and business intelligence reporting. This role is instrumental in driving operational performance, customer experience, and strategic decision-making across the organization.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- 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.
- Partner closely with Workforce Management teams to optimize staffing, schedule adherence, occupancy, utilization, and capacity readiness.
- Manage dialer governance and performance across multiple teams and campaigns.
- Lead operational incident management, escalation coordination, and service recovery activities.
- Leverage dashboards, speech analytics, call analysis, and operational reporting to identify trends and opportunities.
- Collaborate with Operations, Workforce Management, Quality, Digital, IT, Compliance, Fraud, HR, and Business stakeholders.
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 with Genesys Cloud or Genesys Engage.
- Strong analytical skills using Excel, Power BI, or other business intelligence tools.
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.
- 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
- Stakeholder Management & Influencing
- Leadership & Team Development
- Continuous Improvement & Change Management
