contact center director

Mashreq

<div>
 
 Job Purpose
 
 
 
 
 
 
 The Head of Contact Center will lead, manage, and optimize the operations of the bank's contact center, which includes both voice and chat support channels. The role will be responsible for ensuring exceptional customer experience, driving operational efficiency, and achieving service level targets. This position involves strategic planning, leadership, and direct management to design and execute initiatives aimed at improving customer satisfaction and supporting business growth. The role includes implementing a digital-first approach to ensure customers have effective experiences on digital self-service channels.
 
 
 
 
 Key result Areas
 
 
 
 
 
 <ol>
 <li>
 Develop and implement the contact center&rsquo;s strategic roadmap to enhance customer service quality and operational efficiency.
 </li>
 <li>
 Focus on improving the digital adoption of customer service channels and oversee overall satisfaction with experiences provided by live agents and digital platforms.
 </li>
 <li>
 Design and own digital self-service journeys like IVR, Chatbot and other digital customer service channels.
 </li>
 <li>
 Manage daily, weekly and monthly reporting for contact center and all digital channels.
 </li>
 <li>
 Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
 </li>
 <li>
 Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
 </li>
 <li>
 Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
 </li>
 <li>
 Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys.
 </li>
 </ol>
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
 <ol>
 <li>
 Bachelor's degree in Business, Management, or a related field; Master's degree is a plus
 </li>
 <li>
 Fluent with excel and power point.
 </li>
 <li>
 Minimum of 8-10 years of experience in contact center management in a banking or financial services environment.
 </li>
 <li>
 Strong knowledge of contact center technologies, AI-Bots including CRM, telephony, and chat systems coupled with regulatory requirements.
 </li>
 <li>
 Demonstrated leadership skills with experience in managing large teams.
 </li>
 <li>
 Strong analytical skills and experience with performance metrics, reporting, and data analysis.
 </li>
 <li>
 Excellent communication and interpersonal skills, with a customer-centric mindset.
 </li>
 <li>
 Ability to work under pressure and adapt to changing business needs.
 </li>
 <li>
 Understanding of regulatory requirements related to banking customer service in Pakistan.
 </li>
 <li>
 Experience in digital customer support (e.g., chat, social media) is highly desirable.
 </li>
 <li>
 Strong understanding of the banking industry in Pakistan and customer behavior.
 </li>
 <li>
 Proficiency in both English and Urdu; knowledge of other regional languages is an advantage
 </li>
 </ol>
 
 
</div>

Head of Contact Centre (Mashreq Digital Bank of Pakistan)

Emirates NBD

<div>
 <ul>
 <li>
 Manages and assure effective operation for the Mass Banking Call Center, Priority Banking Call Center, the Operations Team (Service Requests) &amp; Virtual Tellers Team (ITM Team).
 </li>
 <li>
 Establish the overall framework for the call center inbound team (Priority Banking Call Center / Mass Banking Call Center / ITM Video Call Center and Back Office Operations) activities in line with the CRC objectives and targets.
 </li>
 <li>
 Determines the call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
 </li>
 <li>
 Identifying and evaluating state-of-the-art technologies and defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards.
 </li>
 <li>
 Develops call center systems by developing customer interaction and voice response systems, and voice networks, user interfaces, developing and executing user acceptance test plans, planning and controlling implementations.
 </li>
 <li>
 Managing system and process improvement and quality assurance programs.
 </li>
 <li>
 Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies.
 </li>
 <li>
 Setting and meeting performance targets for speed, efficiency, sales and quality.
 </li>
 <li>
 Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
 </li>
 <li>
 Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 Minimum 7 years of experience in banking with focus on branch operations and customer relationship management
 
 
 
</div>

Head of Call Center

IIQAF Group of Companies

Job Location
 
 <div>
 Dubai, United Arab Emirates 
 </div>
 
 <div>
 <div>
 Experience
 </div>
 <div>
 1 to 2 years 
 </div>
 </div>
 <div>
 <div>
 Qualification Level
 </div>
 <div>
 Diploma; Graduate 
 </div>
 </div>
 <div>
 <div>
 Job Function
 </div>
 <div>
 Customer Service / Telecalling 
 </div>
 </div>
 <div>
 <div>
 Skillset
 </div>
 <div>
 call center experience 
 </div>
 </div>
 <div>
 <div>
 Preferred Jobseekers
 </div>
 <div>
 Jobseekers from any country 
 <div>
</div>
 <div>
Call Center Executive Job Location : Dubai, UAE Key Responsibilities: Answering incoming calls and assisting customers with inquiries, concerns, and requests in a professional and courteous manner. Making outgoing calls to follow up on customer inquiries, update account information, and notify customers of relevant promotions or events. Troubleshooting and resolving customer issues and complaints with accuracy and efficiency. Keep detailed records of customer interactions and transactions in our CRM system. Providing accurate information and directing customers to appropriate resources when needed. Collaborating with other departments to quickly resolve customer issues and improve overall customer satisfaction. Participate in ongoing training and development opportunities to stay current on company products, services, and policies. Requirements: High school diploma or equivalent. Minimum of 1-2 years of experience in a customer service or call center environment. Excellent communication skills, both verbal and written. Ability to handle various customer personalities and maintain composure in challenging situations. Proficient in operating basic computer applications and navigating through multiple systems. Strong problem-solving and multitasking abilities. Availability to work flexible hours, including evenings, weekends, and holidays.
 </div>
 </div>
 <div>
 <div>
</div>
 </div>
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 <div>
</div></div></div>

Call Center Executive

Concentrix

<div>
 Job Title:
 
 
 Team Leader - Contact Center
 
 
 
 Job Description
 
 
 
 As a Contact Centre Team Leader, you&rsquo;ll lead, motivate and support a team of 15+ contact center advisors, ensuring that great customer service and support is delivered. You and your team will provide key support to our client/s. You will coach, support and develop your team, build their abilities and drive continuous improvement through the adoption of identified best practice.
 
 
 
 Essential Functions / Core Responsibilities
 
 
 
 
 Manage the daily operations and admin as assigned but not limited to
 
 
 
 <ul>
 <li>
 Effectively managing Emails, paperwork, leave requests, planning, scheduling meetings, taking minutes, monitoring performance, reporting and many other organizational tasks.
 </li>
 <li>
 Actively involved on client calls and ensuring that updates are timely communicated to the team.
 </li>
 <li>
 Working with colleagues to effectively run the Contact Centre operation.
 </li>
 <li>
 Interviewing and hiring of appropriate candidates, as needed.
 </li>
 <li>
 Preparing reports and analyze data to self-understand and assist in management decisions.
 
 
 </li>
 </ul>
 
 Lead and motivate the team
 
 
 
 <ul>
 <li>
 Providing supervision and motivation of staff to foster competitive performance.
 </li>
 <li>
 Ensuring efficient and productive handling of inbound call volumes.
 </li>
 <li>
 Ensuring that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
 </li>
 <li>
 Maintaining knowledge of all programs/projects the inbound unit supports.
 </li>
 <li>
 Assisting staff with questions pertaining to the products and services offered by the client.
 </li>
 <li>
 Receiving and responding promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
 </li>
 <li>
 Institute creative &amp; innovative Rewards &amp; Recognition activities for enhancing team performance and motivation.
 </li>
 <li>
 Fostering career advancement of the team members within the project or lateral movement.
 
 
 </li>
 </ul>
 
 Manage performance
 
 
 
 <ul>
 <li>
 Ensuring that all key metrics of performance as per the Client SLA are met and exceeded through regular call monitoring, observed listening, live chat for query handling and on call assistance.
 </li>
 <li>
 Set objectives and clearly communicate goals and targets that needs to be met every month.
 </li>
 <li>
 Providing ongoing guidance, training, coaching, mentoring and motivation to staff to ensure exceptional performance and maximum utilization of resources.
 </li>
 <li>
 Monitoring and assessing staff performance and administer feedback daily, monthly and yearly.
 </li>
 <li>
 Monitoring, reviewing and providing regular feedback to staff on the quality and quantity of work produced.
 </li>
 <li>
 Assessing staff capabilities and identifying appropriate development and training opportunities.
 </li>
 <li>
 Setting the appropriate expectations of conduct and professionalism through example.
 </li>
 <li>
 Managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.
 </li>
 <li>
 Working with other supervisors and management team members to support advisors and maximize customer satisfaction.
 
 
 </li>
 </ul>
 
 Client Management
 
 
 
 <ul>
 <li>
 Effectively managing and strengthening relationship with the Client representative/s.
 
 
 </li>
 </ul>
 
 CANDIDATE PROFILE
 
 
 
 Firstly, you are a people person and a reliable teammate. You are adaptable and a clear communicator, able to tailor your approach dependent on each individual team member. You have a passion for customer service and getting it right for our client/s.
 
 
 <ul>
 <li>
 You have 1+ years of experience in Customer Service in exceeding metrics and leading individuals to success within a BPO setting.
 </li>
 <li>
 A bilingual English (B2+ level) and native Arabic speaker.
 </li>
 <li>
 Strong communication and interpersonal skills.
 </li>
 <li>
 Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
 </li>
 <li>
 You infuse joy and humor wherever possible, making work genuinely fun for yourself and those around you.
 </li>
 <li>
 Analytical, efficient and thorough.
 </li>
 <li>
 Proficiency with technology, especially computers, software applications, and phone systems.
 
 
 </li>
 </ul>
 
 Disclaimer
 
 
 
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 
 
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 
 
 Location:
 
 
 ARE Work-at-Home
 
 
 Language Requirements:
 
 
 Time Type:
 
 
 Full time
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1581813
 
</div>

Team Leader - Contact Center

SodlanTech Private Limited

About the RoleWe are seeking enthusiastic and confident International Call Center Executives to join our Dehradun office.In this role, you will interact with USA-based business clients to understand their website development and digital marketing needs, explain our company&rsquo;s services, and help generate new business opportunities.This is an excellent opportunity for individuals who are fluent in English and looking to grow in an international business environment.Key Responsibilities<ul><li>Handle inbound and outbound calls with international clients (primarily from the USA).</li><li>Communicate clearly and professionally in English to understand client requirements.</li><li>Explain and promote company services such as website design, web development, SEO, and digital marketing plans.</li><li>Generate qualified leads and schedule follow-up calls or meetings for senior consultants.</li><li>Maintain detailed call logs, lead status, and daily reports in CRM software.</li><li>Achieve assigned sales and call performance targets.</li><li>Ensure customer satisfaction by providing timely updates and assistance.</li><li>Coordinate with internal teams (sales, technical, and marketing) for smooth project handovers.</li></ul>Required Skills &amp; Qualifications<ul><li>Excellent verbal and written English communication skills (neutral or US accent preferred).</li><li>Prior experience in an international call center (US/UK process) is an advantage, but freshers with excellent English are welcome to apply.</li><li>Strong persuasion, listening, and problem-solving abilities.</li><li>Confidence to handle outbound B2B calls and pitch services to business clients.</li><li>Basic computer knowledge and familiarity with Google Workspace, CRM tools, or lead tracking systems.</li><li>Self-motivated and target-oriented attitude.</li></ul>Education<ul><li>Graduate in any stream (Bachelor&rsquo;s degree preferred).</li><li>Additional courses in communication or marketing will be an added advantage.</li></ul>Work Details<ul><li>Location: Dehradun (onsite office)</li><li>Shift Timing: Night shift (US business hours)</li><li>Salary: &#8377;25,000 &ndash; &#8377;45,000 per month (based on experience) + performance incentives</li><li>Job Type: Full-time, Onsite</li><li>Working Days: Monday to Friday (Weekend Offs)</li></ul>Why Join Us<ul><li>Work directly with international clients and gain global exposure.</li><li>Opportunity to grow into Senior Executive / Team Lead / Business Development Manager roles.</li><li>Professional and supportive work environment.</li><li>Performance-based bonuses and regular skill development sessions.</li></ul>Job Type: Full-timePay: &#8377;35,000.00 - &#8377;65,000.00 per monthBenefits:<ul><li>Health insurance</li><li>Leave encashment</li><li>Life insurance</li><li>Provident Fund</li></ul>Work Location: In person

International Call Center Executive

Red Bull MOBILE Saudi offered by FNT

<div>
 
 
 About Us:
 
 
 
 Red Bull MOBILE Saudi is revolutionizing the telecom industry with energy, innovation, and a bold youth-driven approach. We're building a
 
 digital-first brand
 
 that breaks the mold&mdash;and we&rsquo;re looking for sharp, strategic leaders to join the movement.
 
 
 This role is your chance to shape the
 
 postpaid and roaming experience
 
 for a new generation of mobile users, driving both growth and brand love.
 
 
 
 Job Summary:
 
 
 
 As the
 
 Consumer Postpaid &amp; Roaming Director
 
 , you&rsquo;ll own the full strategy and execution of Red Bull MOBILE&rsquo;s postpaid offerings and roaming business. You&rsquo;ll create bold, user-friendly, and competitive products, while collaborating cross-functionally to deliver high-impact campaigns and seamless customer journeys.
 
 
 This is a high-impact role with visibility across the organization, ideal for someone with deep telecom experience and a passion for
 
 digital-first customer experience
 
 .
 
 
 
 Key Responsibilities:
 
 
 
 
 Strategy &amp; Portfolio Leadership
 
 
 <ul>
 <li>
 Define and lead the postpaid product strategy, pricing models, and device subsidy programs.
 </li>
 <li>
 Craft smart and agile roaming propositions to enhance customer experience and boost usage.
 </li>
 <li>
 Analyze market trends and customer behavior to ensure constant innovation and relevance.
 </li>
 </ul>
 
 
 Product Launch &amp; Lifecycle Management
 
 
 <ul>
 <li>
 Develop end-to-end product documentation including business cases, briefs, and training content.
 </li>
 <li>
 Drive the dunning cycle and retention programs for postpaid customers.
 </li>
 <li>
 Ensure timely delivery of all launches, campaigns, and device offers in sync with commercial goals.
 </li>
 </ul>
 
 
 Roaming &amp; Partnerships
 
 
 <ul>
 <li>
 Lead the onboarding and commercial management of international roaming partners.
 </li>
 <li>
 Plan and launch regional roaming bundles and offers tailored to Red Bull MOBILE&rsquo;s active users.
 </li>
 <li>
 Coordinate cross-functionally to ensure compliance, delivery, and reporting.
 </li>
 </ul>
 
 
 Business Intelligence &amp; Optimization
 
 
 <ul>
 <li>
 Own segment performance tracking, with regular business reviews supported by data and research.
 </li>
 <li>
 Recommend adjustments to pricing, allowances, and service experiences based on analytics and KPIs.
 </li>
 <li>
 Drive a digital-first mindset in postpaid and roaming customer journeys.
 </li>
 </ul>
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in
 
 Marketing, Business, or related field
 
 .
 </li>
 <li>
 
 8&ndash;10 years
 
 in telecom marketing or postpaid/roaming management.
 </li>
 <li>
 Strong business case and strategy development skills.
 </li>
 <li>
 Cross-functional leadership and project management experience.
 </li>
 <li>
 Data-driven with excellent Excel, presentation, and stakeholder communication skills.
 </li>
 <li>
 Bilingual (Arabic &amp; English) preferred.
 </li>
 </ul>
 
 
 Why Join Red Bull MOBILE Saudi?
 
 
 
 We move fast, think bold, and lead with purpose. If you&rsquo;re ready to bring high energy to a high-impact role, join a brand that&rsquo;s always one step ahead.
 
 
 
 
 
 #PostpaidMarketing #RoamingStrategy #TelecomCareers #Leadership #RedBullMobile #RiyadhJobs #DigitalFirst #CustomerExperience .
 
</div>

Consumer Postpaid & Roaming Director

New York University

<div>Position Summary:
<div>
Applications are welcome from all qualified candidates. In line with UAE regulations, Emirati candidates are encouraged to apply.</div><div></div> 
New York University Abu Dhabi (NYUAD) seeks to appoint a Center Manager for Public Health Research Center reporting to the Center Director for Public Health Research Center. 
The Public Health Research Center Manager will play a critical role in ensuring the smooth operation of administrative processes to support the center&rsquo;s Director, Associate Director, research team, and admin staff members. This position will primarily report to the PHRC Director, but will closely work in collaboration with the Associate Director, and on occasions, the Assistant Director. This position requires strong organizational skills, attention to detail, and the ability to effectively manage multiple tasks in a fast-paced collaborative environment, a proactive approach to problem-solving, and a commitment to excellence in administrative management and communications. 
Key Responsibilities: 
Administrative Overview<ul><li>
Assist Senior Leadership (Director and Associate Director) in day-to-day operations of the center</li><li>
Lead and oversee administrative work, ensuring efficient execution of tasks and adherence to established protocols</li><li>
Develop and implement administrative procedures to support the needs of the team (PI, Co-PIs, Researchers, admin staff, etc.), streamlining operations and enhancing efficiency</li><li>
Implement admin data collection, and maintain new archiving system for efficient and timely production of various reports</li><li>
Manage personal and shared calendars</li><li>
Maintain a well-organized and productive work environment</li></ul>
 Finance / Grants and Funding Administration
<ul><li>Coordinate grant-related administrative tasks, such as budget management and reporting requirements. Where applicable, assist with the preparation and submission of grant proposals and funding applications</li><li>
In collaboration with Procurement, manage and negotiate collaborators agreement contracts</li><li>
Oversee purchasing needs (administrative and clinical), expenses reimbursement for the center&rsquo;s personnel</li><li>
Process honoraria and other budget and expenses for the center</li><li>
Review expenses and invoices for accuracy, investigate discrepancies, and report results to the Director and Associate Director</li><li>
Assigned as Associate Director&rsquo;s delegate in Concur; assigned as ePro requester for the center (coordinate with the other PHRC ePro requesters)</li></ul>
 Event and Meeting Coordination / Logistics<ul><li>
Serve as center lead to maintain working relationships with various NYUAD departments (Research Institute and other research centers, Finance, Post Award Administration, Human Resources, Public Safety, Logistics, Research Institute, etc.)</li><li>
Plan and coordinate senior management and team meetings, seminars, workshops, advisory board meetings, UAEHFS steering committee meetings, conferences, and other events</li><li>
Manage logistics, invitations, travel and agendas to ensure successful and productive gatherings</li></ul>
 Human Resources<ul><li>
Assist PHRC Senior Management Team with various HR functions, including recruitment, onboarding/offboarding, and performance management, ensuring compliance with university policies and procedures</li><li>
Assigned as Director&rsquo;s delegate in Workday</li></ul>
 Communications and Collaborations<ul><li>
Serve as a central point of contact for internal and external communications</li><li>
Facilitate collaboration between research team members, administrative staff, and external stakeholders to promote synergy and knowledge exchange</li></ul>
 Mentorship<ul><li>
Provide guidance and train team member(s) for efficient use of tools and systems (Concur, ePro, UDW+, etc.)</li></ul>
 Project Coordination<ul><li>
Support the center&rsquo;s projects by coordinating administrative aspects, including project timelines, team communications, and resource allocation</li><li>
Liaise with researchers and external collaborators to facilitate project progress</li></ul>
Qualifications:

Required Education:<ul><li>
Bachelor&rsquo;s degree in in a relevant field such as research administration, public health, or a related scientific discipline</li></ul>
 Preferred Education:<ul><li>
Master&rsquo;s degree in public health or related discipline</li></ul>
 Required Experience:<ul><li>
5+ years of experience in related field with proven record of working within and coordinating administration services in a scientific or environment</li><li>
Exceptional leadership, communication, organizational, and problem-solving abilities, along with the capacity to effectively handle multiple priorities. Demonstrated determination and skill in collaborating with a diverse range of stakeholders, including researchers, institutions, and funding bodies</li></ul>
 Preferred Experience:<ul><li>
Leadership and management qualification</li><li>
Arabic language would be a plus</li><li>
Proficiency in using software tools affectively</li></ul>
Additional Information:

About NYUAD 
NYU Abu Dhabi is a degree-granting research university with a fully integrated liberal arts and science undergraduate program in the Arts, Sciences, Social Sciences, Humanities, and Engineering. NYU Abu Dhabi, NYU New York, and NYU Shanghai, form the backbone of NYU&rsquo;s global network university, an interconnected network of portal campuses and academic centers across six continents that enable seamless international mobility of students and faculty in their pursuit of academic and scholarly activity. This global university represents a transformative shift in higher education, one in which the intellectual and creative endeavors of academia are shaped and examined through an international and multicultural perspective. As a major intellectual hub at the crossroads of the Arab world, NYUAD serves as a center for scholarly thought, advanced research, knowledge creation, and sharing, through its academic, research, and creative activities.</div>

Center Manager – Public Health Research Center (Fixed – Term for 2 years)

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