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Role in Contact Center Operations
Emaar Dubai , UAE

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!


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