الصفحة الرئيسية الإمارات العربية المتحدة Contact Center Operations Excellence Lead
الصفحة الرئيسية الإمارات العربية المتحدة Contact Center Operations Excellence Lead
Contact Center Operations Excellence Lead
تفاصيل الوظيفة
DESCRIPTION
Job Purpose:
The Contact Center Operations Excellence Lead will drive operational efficiency across the contact centre by overseeing workforce management, service designs, backend processes, and governance. This role is crucial for ensuring that all systems, workflows, and service requests are optimized to meet performance standards and regulatory requirements. The incumbent will lead capacity planning, business intelligence, and MIS functions, ensuring that workforce and operational metrics are accurately tracked and performance is optimized. This role also focuses on compliance with regulatory guidelines, ensuring all operational activities align with local banking CPR regulations in the UAE.
Principal Accountabilities:
Workforce Management & Capacity Planning
Oversee workforce management, ensuring accurate capacity planning and scheduling to meet contact centre volume demands.
Develop and implement a robust capacity planning process to ensure service levels are consistently met.
Optimize agent scheduling and resource allocation to improve operational efficiency and meet business needs.
Service Design & Backend Operations
Lead the design and optimization of backend processes, workflows, and service request management for seamless customer service delivery.
Ensure efficient workflow execution across all systems used by the contact centre (e.g., IVR, Chatbot, CRM, Genesys).
Collaborate with IT teams to manage system changes and upgrades, ensuring minimal disruption to contact centre operations.
Business Intelligence & MIS
Develop and maintain MIS reporting and dashboards to provide clear insights into operational performance, agent productivity, and service levels.
Utilize data-driven insights to identify bottlenecks, inefficiencies, and opportunities for improvement in the contact centre.
Lead business intelligence initiatives to improve decision-making and operational strategies.
Performance Management
Design and implement performance scorecards to track agent productivity, service quality, and adherence to SLAs.
Drive continuous improvement initiatives by monitoring frontline agent performance and identifying areas for development and coaching.
Ensure transparent and data-driven performance management practices across the contact centre.
Governance & Regulatory Compliance
Ensure compliance with regulatory requirements, including banking CPR guidelines, by maintaining proper governance frameworks and controls.
Oversee all governance activities related to operational excellence, including audits, reporting, and adherence to internal and external policies.
Implement processes to maintain compliance with UAE regulatory standards and ensure smooth governance of contact centre operations.
Project Management
Execute key operational projects, especially those involving system changes or upgrades (e.g., CRM, IVR, Chatbot).
Work cross-functionally with IT, digital, and business units to ensure successful implementation of new systems or processes without disrupting service delivery.
REQUIREMENTS
Education and Experience
Degree in Business Management / Engineering.
10+ years of experience in contact centre operations, workforce management, or operational excellence roles.
Expertise in capacity planning, workforce management, and process optimization.
Strong understanding of contact centre technologies (e.g., IVR, CRM, Chatbots, Genesys) and system integration.
Experience with regulatory compliance, particularly within the banking sector (UAE banking CPR guidelines is a plus).
Proven ability to lead performance management initiatives and develop agent scorecards for tracking KPIs.
#J-18808-Ljbffr Management & Operations
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
الشركة المعلنة عن الوظيفة
Confidential
-
62 درهم
661 درهممدة الدورة التدريبية: Upto 2 Hours -
Leadership and Management Oxford Home Study College334 درهم
5,090 درهممدة الدورة التدريبية: 400 Hours
Similiar Jobs that might interest you
Lead Piping Engineer
Wood... platform/Onshore projects Piping Engineering(Layout Design, Piping Materials and Stress Engineering) of Offshore ...
UAE - Abu Dhabi 3 أيام مضت
Lead Piping Engineer
Wood... Lead Piping Engineer to join our team in Dubai, UAE. Lead and manage the piping engineering ... piping design and engineering ...
UAE - Dubai 3 أيام مضت
... hire a Lead Instrumentation Engineer for our Engineering ... , Senior Engineers and Engineers Offshore experience is ...
UAE - Abu Dhabi 3 أيام مضت
... be the world's leading engineering staffing provider spanning ... our clients with the engineering and technical expertise ...
UAE - Abu Dhabi 3 أيام مضت
... Project Identify and lead interface management with HSE ... 3D Model Reviews, Value Engineering, Risk Management workshops, ...
UAE - Abu Dhabi 3 أيام مضت
... be the world's leading engineering staffing provider spanning ... our clients with the engineering and technical expertise ...
UAE - Abu Dhabi 3 أيام مضت
Pump Operator
NES... be the world's leading engineering staffing provider spanning ... our clients with the engineering and technical expertise ...
UAE - Abu Dhabi 3 أيام مضت
... to innovate, achieve, grow and lead. We attract and retain the ...
UAE - Abu Dhabi 3 أيام مضت
... be the world's leading engineering staffing provider spanning ... our clients with the engineering and technical expertise ...
UAE - Abu Dhabi 3 أيام مضت
HWO Operator
NES Fircroft... be the world's leading engineering staffing provider spanning ... our clients with the engineering and technical expertise ...
UAE - Abu Dhabi 3 أيام مضت
... for a PMC Lead Instrument and Control Engineer with ... coordination with client engineer Review instrument aspects ...
UAE - Abu Dhabi 3 أيام مضت
Mechanic- TRS
Parker Wellbore... , installing and maintaining engines, hydraulic motors, pumps, ... Rig Superintendent/Maintenance Lead on the maintenance, ...
UAE - Abu Dhabi 3 أيام مضت
Mechanic- CRT
Parker Wellbore... , installing and maintaining engines, hydraulic motors, pumps, ... Rig Superintendent/Maintenance Lead on the maintenance, ...
UAE - Abu Dhabi 3 أيام مضت
Workshop hand
Parker Wellbore... , installing and maintaining engines, hydraulic motors, pumps, ... Rig Superintendent/Maintenance Lead on the maintenance, ...
الإمارات العربية المتحدة 3 أيام مضت
PCCSU Coordinator
Wood... : Knowledge Process Engineering Fundamentals Builds ... Facility Layout, Equipment & Piping Work Planning Resource & ...
UAE - Dubai 3 أيام مضت
Crew Chief
Parker Wellbore... , pipe cleaning machine, etc. Ability to operate pipe ... takes responsibility for leading, directing, and managing ...
الإمارات العربية المتحدة 3 أيام مضت
Senior Engineer - Piping Flexibility
NES Fircroft... piping flexibility section; Check documents issued by piping flexibility engineers ...
UAE - Abu Dhabi 3 أيام مضت
Service Technician 2
Parker Wellbore... tasks requested by the TRS Lead or Field Service Supervisor. Qualifications ...
UAE - Abu Dhabi 3 أيام مضت
Service Technician 3
Parker Wellbore... maintenance supervisor and TRS Lead with special maintenance ... requested by the TRS Lead or Field Service Supervisor. ...
UAE - Abu Dhabi 3 أيام مضت
لماذا تقوم بالإبلاغ عن هذه الوظيفة؟
Job has expired لا يمكن عرض هذه الصفحةبدلًا من ذلك، يمكنك النقر على الرابط أدناه أو نسخ/لصق الرابط في متصفح الإنترنت الخاص بك.
https://en-ae.whatjobs.com/coopob__cpl___411_1714920__2112_7704813dfe527d243d4820100ffede25?utm_source=2112&utm_medium=feed&keyword=Contact-Center-Operations&location=Sharjah&geoID=460