Command Centre Lead

About the role

The Command Centre Lead will oversee real‑time monitoring of service levels, customer demand and operational stability across all contact channels. This senior role coordinates incident recovery, workforce planning and dialer performance to ensure a seamless customer experience.

Key responsibilities

• Lead the command centre, monitoring real‑time operations, queue performance and service recovery during high‑volume periods.
• Partner with Workforce Management to optimise staffing, schedule adherence and capacity readiness, and drive data‑driven efficiency.
• Manage dialer governance, campaign effectiveness and outreach performance, aligning strategies with business goals.
• Own incident management, root‑cause analysis and post‑incident action plans, maintaining playbooks and escalation frameworks.
• Leverage dashboards, speech analytics and reporting to identify trends, develop executive performance reports and deliver actionable insights.
• Collaborate with Operations, IT, Compliance, HR and other stakeholders to drive continuous improvement, automation and customer experience enhancements.

Required profile

• Bachelor's degree in Business Administration, Operations Management, Information Systems, Data Analytics or related field.
• 5‑7 years of experience in contact‑centre operations, real‑time management, workforce planning or service operations, with a proven record of incident and performance management.
• Experience with Genesys Cloud or Genesys Engage and familiarity with workforce‑management platforms such as NICE IEX, Verint or Aspect.

Required skills

• Genesys Cloud / Genesys Engage platforms
• Workforce‑management tools (NICE IEX, Verint, Aspect)
• Dialer management, IVR systems, ACD environments and routing technologies
• Advanced Excel and Power BI for analytics and reporting
• Speech‑analytics and customer‑insight solutions

What we offer

• Competitive, performance‑linked compensation
• Medical coverage for you and your family, plus comprehensive life insurance
• Opportunity to lead a critical operational function within a leading UAE bank
• Exposure to advanced workforce‑management, analytics and operational‑excellence practices
• Career development opportunities in a collaborative, innovation‑focused environment