Emaar, a global leader in real estate and construction, is seeking an experienced Contact Center Operations Manager to oversee the daily operations of their contact center. This full-time, on-site role requires a professional with at least 10 years of experience in contact center management, including 3 years in a senior leadership role. The role focuses on improving operational efficiency, enhancing customer service, and managing staff and resources.

Key Responsibilities:

• Provide leadership, guidance, and support to the contact center management team and staff.

• Develop and implement operational strategies to improve service quality, efficiency, and customer satisfaction.

• Monitor KPIs and metrics to assess performance and implement improvements.

• Oversee workforce planning and resource allocation to ensure optimal staffing and efficiency.

• Ensure exceptional customer service by addressing escalated issues and complaints.

• Implement and maintain contact center technologies to improve operations.

• Collaborate with other departments to align operations with business objectives.

• Ensure compliance with regulatory requirements and quality assurance standards.

• Develop training programs to enhance staff skills and foster professional development.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred).

• 10+ years of experience in contact center operations, with at least 3 years in a senior management role.

• Strong leadership, communication, and interpersonal skills.

• Experience with contact center technologies and performance metrics.

• Certifications such as COPC or Six Sigma are a plus.

📩 Join Emaar and help shape the future of customer service excellence!