Role Overview:
We are looking for a highly experienced and innovation-driven Contact Center Manager to lead our customer support operations using cutting-edge technologies, including AI and automation. This role requires a forward-thinking leader who can blend traditional call center management with modern tech solutions to optimize performance, customer satisfaction, and operational efficiency.
Key Responsibilities:
Leadership & Strategy
- Oversee day-to-day operations of the contact center across voice, chat, email, and AI-powered platforms.
- Lead, mentor, and motivate a team of supervisors, agents, and support staff to achieve KPIs and SLAs.
- Develop and execute contact center strategies aligned with business goals and digital transformation roadmaps.
Technology & AI Integration
- Drive the adoption and integration of AI tools (chatbots, voice bots, sentiment analysis, etc.) to enhance customer interaction.
- Work closely with IT and tech partners to implement, test, and optimize AI systems and CRM enhancements.
- Ensure seamless collaboration between human agents and AI-based systems for hybrid support delivery.
Performance & Process Improvement
- Monitor performance metrics (AHT, CSAT, FCR, NPS, etc.) and identify areas for improvement.
- Use data analytics to optimize workforce management, agent productivity, and customer experience.
- Implement continuous improvement programs using Six Sigma/Lean methodologies where applicable.
Customer Experience
- Ensure high levels of customer satisfaction across all touchpoints.
- Establish quality assurance processes and customer feedback loops to drive service excellence.
- Handle escalations and complex queries with a customer-first mindset.
Requirements:
- Bachelor’s Degree in Business, Technology, or related field (Master’s is a plus).
- 5+ years of experience managing large-scale contact center operations, with at least 2+ years in a tech-driven or AI-integrated environment.
- Proven track record in implementing AI/automation tools in customer service (chatbots, voice AI, RPA, etc.).
- Strong experience with CRM platforms (e.g., Salesforce, Freshdesk, Zendesk).
- Data-driven mindset; experience using BI tools (e.g., Power BI, Tableau).
- Excellent leadership, communication, and problem-solving skills.
- Multilingual capability is a plus (Arabic, English, etc.).
- Excellent communication and interpersonal skills.
Preferred Qualifications:
- Experience with AI/ML tools for customer service (e.g., ChatGPT, Google Dialogflow, Zendesk AI).
- Certifications in Contact Center Management, ITIL, or Process Improvement (Lean/Six Sigma).
- Knowledge of UAE customer service standards and compliance frameworks.
Job Types: Full-time, Permanent
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