Command Centre Lead

About the role

RAKBANK is looking for a Command Centre Lead in Ras Al Khaimah to run real-time operations and service recovery for its contact centre. The role acts as the operational command hub, coordinating service levels, capacity, incidents and stakeholder work across several teams.

Key responsibilities

• Monitor service levels, customer demand, queue performance and operational stability; drive service recovery during high volume and disruptions
• Work with Workforce Management on staffing, schedule adherence, occupancy and capacity, and support resource planning and hiring readiness
• Manage dialer governance and performance across teams and campaigns, keeping dialer strategy aligned with business goals
• Lead incident management, escalation coordination and service recovery, including root cause analysis and post-incident plans
• Use dashboards, speech analytics and call analysis to spot trends, build executive reports and share insights with senior management
• Collaborate with Operations, Quality, Digital, IT, Compliance, Fraud, HR and Business stakeholders, run governance forums and mentor analysts and specialists

Required profile

• Bachelor's degree in Business Administration, Operations Management, Information Systems, Data Analytics or a related field
• 5-7 years 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 decisions

Required skills

• Genesys Cloud or Genesys Engage
• Workforce management platforms such as NICE IEX, Verint, Aspect or similar
• Dialer management, IVR, ACD and routing technologies
• Analytical skills with Excel, Power BI or other business intelligence tools
• Speech analytics and customer insight solutions are highly desirable

What we offer

• Performance-linked competitive compensation
• Medical coverage for you and your family
• Comprehensive life insurance
• Career development within one of the UAE's leading banks