Contact Center & CX Performance Specialist

About the Role

We are seeking a highly skilled Contact Center & CX Performance Specialist to lead, optimize, and elevate our customer interaction ecosystem across voice and digital channels.

The ideal candidate combines strong technical knowledge of call center systems (IVR, routing, reporting) with a data-driven approach to performance improvement and customer satisfaction (CSAT/NPS).

This role is pivotal in ensuring our customers enjoy a seamless experience through every call, message, or interaction.

Key Responsibilities Operations & Configuration

• Configure, optimize, and maintain call center infrastructure and IVR (e.g., 3CX, Genesys, Avaya, or similar).
• Design intelligent call routing flows, queue logic, and auto-response systems.
• Manage integration between CRM, telephony, and ticketing tools (e.g., Chatwoot, Zoho, Zendesk, or HubSpot).
• Ensure uptime, monitoring, and service continuity of all contact center channels.

Performance Management

• Define and monitor key Contact Center KPIs:
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Abandon Rate
• Service Level (SL)
• CSAT & NPS
• Conduct weekly and monthly performance reviews with the team.
• Build dashboards to track real-time metrics and generate actionable insights.

Customer Experience & Quality

• Lead initiatives to improve NPS and customer journey efficiency.
• Conduct quality assurance checks and call audits.
• Create feedback loops with agents and management to identify friction points.
• Implement customer callback systems and escalation procedures.

Training & Optimization

• Develop standard operating procedures (SOPs) for call handling and escalation.
• Train agents on communication, empathy, and technical process adherence.
• Use analytics to optimize scripts, routing, and staffing models.

Qualifications

• Bachelor’s degree in Business, IT, or related field.
• 5+ years of experience in contact center operations, IVR setup, and CX optimization.
• Preferably insurance background.
• Proven track record of improving NPS, AHT, and overall contact center performance.
• Hands-on experience with:
• Call center software (e.g., 3CX, Genesys Cloud, Avaya, Five9)
• CRM systems (Zoho, Salesforce, HubSpot, etc.)
• Reporting tools (Power BI, Google Data Studio, or Excel advanced)
• Strong analytical mindset and communication skills.
• Experience in the UAE insurance or financial services sector is a plus.

KPIs

• NPS Improvement (% QoQ)
• AHT Reduction (%)
• FCR Rate
• Agent Occupancy & Productivity
• CSAT Score
• Call Abandonment Rate
• System Uptime and Response Time
• SLA Compliance

Would you like me to tailor this JD to eSanad’s environment — referencing 3CX, Chatwoot, Voiso and your digital ecosystem (e.g., CRM, AI assistants, WhatsApp integration) — so it reads as an official eSanad job post ready for LinkedIn and hiring platforms?

Job Type: Full-time

Pay: AED1,000.00 - AED6,000.00 per month

Experience:

• Call center : 2 years (Required)
• 3CX, Voxtron, Genisis, Voiso or any other call center : 2 years (Required)
• configuration, IVR setup, call center dashboard: 2 years (Required)
• involvement of establishing call center operations: 2 years (Required)