Senior Manager-Integrated Control Centre

Job description

We are currently recruiting for a Senior Manager to join our Integrated Control Centre team in Dubai.

Scope: Senior Manager, Integrated Control Centre (ICC) is responsible for the strategic and operational leadership of a centralised 24/7 control function, acting as the nerve centre for workforce deployment and operational coordination across the group.

The role oversees the daily deployment of approximately 45,000 employees across 8000 shifts, ensuring accurate execution of workforce plans, real-time coordination, and seamless communication between business units, demand planning, and transport operations.

The position leads two core functional pillars:

• Contact Centre Operations: A 24/7 function managing all deployment communications and deployment tracking, ensuring data accuracy, visibility, and coordination across internal and external stakeholders.
• Ground Operations: Teams responsible for workforce mobilisation, ensuring employees attend correct shifts, board correct transport, and replacements are arranged as required.

The role carries end-to-end accountability for the ICC operating model, including people, budget, process, and technology, and is highly data- and technology-driven due to the scale, complexity, and transaction volumes involved.

Financial: 

• Own and manage the ICC operational budget, including:
• Circa 20 HQ-based staff
• Circa 150-250 site-based operational personnel
• Ensure cost-effective workforce deployment through optimised attendance, reduced absenteeism, and efficient replacement fulfilment.
• Drive operational efficiencies and cost control across contact centre and ground operations.
• Support overall business unit performance through maximising workforce utilisation and minimising service disruption.

Customer:

• Act as the central coordination hub between Business Units, Demand Planning, and Transport.
• Deliver high-quality service to internal stakeholders through accurate, timely, and transparent workforce deployment and communication.
• Provide real-time visibility, escalation management, and issue resolution across the organisation.
• Lead a high-volume, 24/7 contact centre managing all inbound and outbound operational communications.
• Ensure accurate capture, validation, and dissemination of workforce data across stakeholders.
• Maintain real-time coordination of operational changes, disruptions, and requirements.

Process:

• Own the end-to-end workforce deployment lifecycle, from planning validation through to execution on the ground. 
• Establish, govern, and continuously improve ICC SOPs, controls, and operating frameworks. 
• Oversee workforce mobilisation across multiple sites daily. 
• Ensure employees: 
  • Follow assigned rosters 
  • Board correct buses 
  • Arrive on time to assigned locations
• Ensure adherence to processes covering: 
  • Shift allocation and deployment 
  • Attendance tracking and compliance 
  • Transport boarding accuracy 
  • Replacement and backfill management 
• Manage real-time replacement planning and execution to ensure uninterrupted service delivery. 

Innovation:

• Lead the digital transformation of the ICC, embedding a data-driven operating model. 
• Identify and eliminate non-value-add activities, driving process standardisation and optimisation at scale. 
• Implement and optimise technologies including: 
  • Workforce management systems 
  • Real-time attendance and tracking solutions 
  • Automated communication platforms 
  • Operational dashboards and analytics tools 
• Leverage advanced analytics and predictive insights to anticipate absenteeism, demand fluctuations, and operational risks. 
• Drive automation and continuous improvement to manage high transaction volumes efficiently and accurately. 
• Designing, practicing and delivering complex Business continuity planning across a range of serious scenarios including Flood/Fire/War/Contagious Outbreak 

Selection Criteria:

• Minimum of 10 years of experience in operations, workforce management, logistics, or contact centre leadership.
• Proven experience managing large-scale, high-volume, time-critical operations.
• Strong background in contact centre operations and/or workforce deployment models.
• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Advanced degree (MBA or equivalent) preferred.
• Strong leadership capability across centralised and field-based teams.
• Advanced analytical capability with strong data-driven decision-making skills.
• Experience with workforce technologies, real-time tracking systems, and operational analytics platforms.
• Excellent stakeholder management, communication, and problem-solving skills.