Assistant Manager – Control Tower (GCC)

About the role

The Assistant Manager – Control Tower will oversee real‑time monitoring of call‑center queues, skill sets and service levels across the GCC region. You will act as the primary liaison between the Command Center and multiple call‑center sites, ensuring smooth operations and rapid response to incidents.

Key responsibilities

• Monitor queues, skill sets and intra‑day trends in real time across all locations.
• Identify and address potential downtime, telephony issues, and service disruptions.
• Communicate continuously between the Command Center and call‑center teams.
• Manage intra‑day reporting, volume distribution and digital channel activity (email, social media, chat).
• Adjust staff allocations in real time to meet service‑level targets and maximize agent utilization.
• Generate, verify and distribute reports on service issues on a daily, weekly and monthly basis.
• Coordinate allocation changes during system maintenance or outages.
• Work with IT support to handle incident management and system maintenance.
• Create and maintain reporting tools and templates.
• Serve as the point of contact for shared information between Command Center, Traffic Desks and Operations.

Required profile

• University graduate with mathematical or statistical coursework.
• Strong customer focus and ability to build relationships at all organizational levels.
• Proven ability to work under pressure, meet deadlines and deliver results.
• Excellent time‑management, multitasking and organizational skills.
• Effective interpersonal and communication skills.
• Analytical problem‑solving mindset with a proactive approach to identifying and correcting issues.
• Independent decision‑making and priority‑setting capability.

Required skills

What we offer

• Opportunity to work within a global banking leader.
• Dynamic environment with exposure to multi‑regional operations.
• Professional development and career progression pathways.