Operations Control Center Manager

As a Real-Time Operations (RTO) Manager - Haifa, you will be responsible for leading, supervising, and optimizing the performance of the RTO Agents team. You will ensure operational excellence by monitoring live activities, managing real-time escalations, supporting couriers and partners, and guaranteeing the smooth execution of all orders. Your role is crucial in safeguarding service reliability and enhancing the customer experience across HAAT's operational areas.

What Will You Do

• Lead and manage a team of Real-Time Operations Agents to maintain service stability 24/7.
• Monitor operations and proactively address incidents and bottlenecks.
• Support agents in decision-making and escalate critical operational issues when necessary.
• Manage workforce scheduling to ensure continuous coverage, including weekends and holidays.
• Develop and enforce SOPs (Standard Operating Procedures) for RTO.
• Analyze operational KPIs, identify areas for improvement, and implement corrective actions.
• Coordinate cross-functionally with the Ops, Fleet, and Partner Management teams to ensure .aligned execution.
• Train, coach, and develop RTO Agents to maximize their performance and career growth.
• Prepare operational reports and insights for senior management.
• Drive continuous improvement initiatives to enhance operational efficiency and responsiveness.

Requirements:

• 3-5 years of experience in real-time operations, operations management, or a similar role.
• Proven experience in managing teams in fast-paced, high-pressure environments.
• Strong analytical skills and ability to act quickly under uncertainty.
• Excellent leadership and communication skills.
• Proficiency in operational dashboards, monitoring tools, and reporting systems.
• Native Hebrew & Arabic; B2 level English is required.
• Availability to work flexible hours, including weekends and holidays.
• A hands-on, solution-oriented mindset with a strong sense of ownership and accountability.