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.
