We're hiring a proactive Head of Contact Center
Location: Dubai
Join a forward-thinking team and play a pivotal role in shaping the future of contact center services! As the Head of Contact Center, you will lead either operational management or policy and quality development, ensuring world-class service delivery, process excellence, and alignment with organizational goals.
Key Responsibilities
- Define and implement strategic and operational plans for your department.
- Organize, assign, and supervise work to achieve departmental KPIs.
- Participate in updating the contact center's operational plan, analyzing stakeholder needs, service priorities, and risks.
- Contribute to budgeting processes and ensure approved projects are executed successfully.
- Prepare, analyze, and share reports with management and relevant partners.
- Represent the center in internal and external committees and strategic initiatives.
- Ensure proper documentation, record-keeping, and data accuracy.
Operations:
- Supervise daily contact center operations and ensure timely responses to client requests.
- Manage relationships with service providers and partners to meet performance targets.
- Monitor operational KPIs and implement improvements to enhance efficiency and effectiveness.
Support & Development:
- Develop, review, and update policies, procedures, and workflow guidelines following best practices.
- Monitor service quality, generate insights, and recommend improvements to enhance user experience.
- Oversee staff training to maintain high standards of service excellence.
- Support governance, process optimization, and system enhancement initiatives.
What We're Looking For
- Bachelor's degree in IT, Telecommunications, or related fields.
- 12+ of experience
- Professional certifications:
- Strong leadership, analytical, and stakeholder management skills.
- Experience in process improvement, quality monitoring, and strategic planning.
- Excellent communication skills and ability to collaborate across multiple teams.
Why This Role Stands Out
- Lead high-impact initiatives that directly improve contact center service delivery.
- Work in a mission-driven, innovative environment with exposure to strategic operations and policy development.
- Influence the evolution of contact center processes and service quality across the organization.
How to Apply
If you are a strategic leader with hands-on experience in operations or support and development of contact centers, and are passionate about driving excellence in service delivery, we'd love to hear from you.
***Only shortlisted candidates will be contacted***
