Job description

Round-the-clock Command Center, Call Centre, and Planning and Analysis operations all fall under this Operations Manager role, based at the Cash Services headquarters in DAFZA, Dubai Airport Freezone. You oversee performance across all three functions, with line management of Team Leaders and support for a wider Command Center team of 80 staff members. Call Centre operations and development run through effective use of resources, with continuous improvement expected across service levels, processes, and infrastructure. Day-to-day Planning and Analysis operational data gets analyzed to spot wastage in key performance areas, feeding into corrective actions and stronger operational solutions. You identify cost savings without compromising quality, optimize existing routes for better service using current resources, and design new routes within budget when needed. Service gaps that emerge from the changing nature of operations get addressed through regular route adjustments, keeping every route efficient and economical. Live and recorded customer calls get monitored for quality, covering reason, content, duration, and feedback, while trend analysis reports, route monitoring, and dashboards track performance across the board. Staff interviews, hiring recommendations, induction and probation planning, and vendor service review meetings all sit within this role too, alongside integrating automation, AI, and machine learning to streamline routine tasks.