Head of Contact Center (EMIRATI)

We’re hiring a proactive Head of Contact Center

Location: Dubai

Join a forward-thinking team and play a pivotal role in shaping the future of contact center services! As the Head of Contact Center, you will lead either operational management or policy and quality development, ensuring world-class service delivery, process excellence, and alignment with organizational goals.

Key Responsibilities

• Define and implement strategic and operational plans for your department.
• Organize, assign, and supervise work to achieve departmental KPIs.
• Participate in updating the contact center’s operational plan, analyzing stakeholder needs, service priorities, and risks.
• Contribute to budgeting processes and ensure approved projects are executed successfully.
• Prepare, analyze, and share reports with management and relevant partners.
• Represent the center in internal and external committees and strategic initiatives.
• Ensure proper documentation, record-keeping, and data accuracy.

Operations:

• Supervise daily contact center operations and ensure timely responses to client requests.
• Manage relationships with service providers and partners to meet performance targets.
• Monitor operational KPIs and implement improvements to enhance efficiency and effectiveness.

Support & Development:

• Develop, review, and update policies, procedures, and workflow guidelines following best practices.
• Monitor service quality, generate insights, and recommend improvements to enhance user experience.
• Oversee staff training to maintain high standards of service excellence.
• Support governance, process optimization, and system enhancement initiatives.

What We’re Looking For

• Bachelor’s degree in IT, Telecommunications, or related fields.
• 12+ of experience
• Professional certifications:
• Strong leadership, analytical, and stakeholder management skills.
• Experience in process improvement, quality monitoring, and strategic planning.
• Excellent communication skills and ability to collaborate across multiple teams.

Why This Role Stands Out

• Lead high-impact initiatives that directly improve contact center service delivery.
• Work in a mission-driven, innovative environment with exposure to strategic operations and policy development.
• Influence the evolution of contact center processes and service quality across the organization.

How to Apply

If you are a strategic leader with hands-on experience in operations or support and development of contact centers, and are passionate about driving excellence in service delivery, we’d love to hear from you.

***Only shortlisted candidates will be contacted***