Ultimate HR Solutions Hiring for Global Contact Center Operations Manager – Temporary Contract Job at Dubai Full Time

This is an exciting opportunity to be part of the corporate team which is working to create the best-in-class Contact Centre experience for its customers in the region. The role requires day to day operations management of the Global Contact Centre of the Company delivering omnichannel customer experience through outsourced partner and in collaboration with the assigned Business Units.

• Support Global Contact Centre Operations for select BUs and countries
• Review performance of the Business Units and the countries going live
• Engage with Partner Operations team through planned and unplanned interactions to analyze performance gaps and put corrective actions in place. The frequency of this task is daily, weekly and monthly
• Track Action Plans and Project execution milestones proactively and ensure on time delivery
• Project management, knowledge transfer, system and workflow checks, and coordinate handholding of new agents through Business Units
• Engage with POC in Business Unit and Country to keep them informed on progress, seek their help to address knowledge and process gaps in the new Vendor Team, and create confidence in the success of deliveries from the new partner
• Full accountability of tracking and delivering KPIs. Also helping remove roadblocks and creating enablers for success in alignment with Global Contact Centre RACI
• Define, implement & enhance end to end Global Contact Centre processes
• Identify, prioritize and drive initiatives across Business Units to push improvements, efficiency, root cause fix, and call & complaints reduction to deliver continuous improvement
• Create collaboration between Business Units and Partner to ensure consistent delivery of Contact Centre KPIs
• Ensure timely and Business Unit approved 60/90/120 day volume & resource forecasting for the assigned Business Units
• Conduct 5-10 Agent Call Audits per day on calibrated criteria and create weekly learning to be shared with Partner. This needs to be close looped with Partner also on weekly basis.
• Maintain Minutes of the Meeting and open item tracksheet both for the Partner and Business Units
• Present status of all activities on weekly basis

Qualifications/Requirements:

• Minimum 15 years of experience in Customer Care with minimum of 5 years in Contact Centre
• Minimum Bachelor degree preferably in technology area
• MBA desirable
• Excellent understanding of Contact Centre KPIs and success enablers
• Experience in managing vendor relationships
• Expertise in MS Office, Project Planning tools
• Fluency in Arabic preferable but not mandatory
• Working Experience in GCC desirable
• Good understanding of business financials & planning
• Process management and Six Sigma skills

Job Types: Full-time, Temporary
Contract length: 6 months

Salary: AED20,000.00 per month