Rakbank

unknown • ARE • unknown • Не указана

**Job Description** **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