Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted yesterday

Command Centre Lead

Rak Bank49 open roles

Where
United Arab Emirates
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCommand Centre LeadRak Bank · United Arab Emirates

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Rak Bank's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.7% of postings close within 7 days. Measured by our own scanner across the market. Rak Bank postings stay open a median of 11 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.5%3 days
  3. 12.7%7 days
  4. 20.4%14 days
  5. 35.6%30 days
  6. 58.7%60 days
This job: posted yesterday

Rak Bank median: 11 days open

The posting

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
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Rak Bank's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Rak Bank's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Rak Bank's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.