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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:
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Provide leadership, guidance, and support to the contact center management team and staff.
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Develop and implement operational strategies to improve service quality, efficiency, and customer satisfaction.
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Monitor KPIs and metrics to assess performance and implement improvements.
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Oversee workforce planning and resource allocation to ensure optimal staffing and efficiency.
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Ensure exceptional customer service by addressing escalated issues and complaints.
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Implement and maintain contact center technologies to improve operations.
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Collaborate with other departments to align operations with business objectives.
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Ensure compliance with regulatory requirements and quality assurance standards.
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Develop training programs to enhance staff skills and foster professional development.
Qualifications:
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Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred).
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10+ years of experience in contact center operations, with at least 3 years in a senior management role.
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Strong leadership, communication, and interpersonal skills.
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Experience with contact center technologies and performance metrics.
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Certifications such as COPC or Six Sigma are a plus.
📩 Join Emaar and help shape the future of customer service excellence!
