Senior Manager – Integrated Control Centre

The Senior Manager - Integrated Control Centre provides strategic and operational leadership for a centralised, round-the-clock control function. The centre coordinates large-scale workforce deployment across the group, overseeing the daily assignment of approximately 45,000 employees across 8,000 shifts. The role connects business units, demand planning and transport operations so that staffing plans are delivered accurately and issues are managed in real time.

Key Responsibilities

• Lead the 24/7 control operation and maintain accurate visibility of workforce deployment, attendance and shift coverage.
• Manage contact centre teams responsible for deployment communications, tracking and coordination with internal and external stakeholders.
• Oversee ground operations that mobilise employees, confirm correct shift and transport allocation and arrange replacements when needed.
• Coordinate with business units, demand planning and transport teams to resolve deployment issues and keep services running.
• Use operational data and predictive analysis to anticipate absenteeism, changing demand and workforce risks.
• Drive automation and process improvements that allow high transaction volumes to be handled accurately and efficiently.
• Develop and test business continuity plans for serious operational disruptions, including major weather, fire, security or public health events.

Requirements and Qualifications

• At least ten years of experience in operations, workforce management, logistics or contact centre leadership.
• Proven ability to manage large-scale, high-volume and time-critical operations.
• Bachelor’s degree in Business Administration, Operations Management or a related field; an MBA or equivalent advanced degree is preferred.
• Experience with contact centre operations and workforce deployment models.

Skills and Competencies

• Strong leadership across centralised and field-based teams.
• Analytical and planning skills, with an ability to use data to anticipate operational pressure.
• Clear communication, coordination and decision-making under time constraints.
• A continuous-improvement mindset and strong business continuity discipline.

Employment Details

Full-time senior management position based in Dubai, United Arab Emirates, supporting a 24-hour operational function.