Job Description
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