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contact center senior manager

Confidential Jobs

<div>
 <p>
  <strong>
   Role Summary
  </strong>
 </p>
 <p>
  The Contact Center Senior Manager leads all customer service operations, ensuring seamless, high-quality support across multiple communication channels. This role focuses on delivering exceptional customer experiences, optimizing performance, and driving operational efficiency while fostering a motivated and high-performing team.
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Leadership &amp; Operations
  </strong>
 </p>
 <ul>
  <li>
   Oversee day-to-day contact center operations, ensuring KPIs and SLAs are consistently achieved.
  </li>
  <li>
   Lead, coach, and develop a team of managers and agents to maintain high service standards.
  </li>
  <li>
   Manage escalations effectively and ensure prompt resolution of complex issues.
  </li>
  <li>
   Continuously improve processes, technology, and people performance.
  </li>
 </ul>
 <p>
  <strong>
   Customer Experience
  </strong>
 </p>
 <ul>
  <li>
   Drive customer satisfaction and service excellence across all channels (calls, chat, email, social).
  </li>
  <li>
   Monitor and improve key metrics such as CSAT, quality, and response time.
  </li>
  <li>
   Implement proactive feedback and complaint management processes.
  </li>
 </ul>
 <p>
  <strong>
   Performance &amp; Reporting
  </strong>
 </p>
 <ul>
  <li>
   Analyze performance data and prepare regular operational reports for management.
  </li>
  <li>
   Use insights to identify improvement areas and ensure data-driven decision-making.
  </li>
  <li>
   Collaborate with internal teams to meet client goals and optimize resource planning.
  </li>
 </ul>
 <p>
  <strong>
   Stakeholder &amp; Employee Engagement
  </strong>
 </p>
 <ul>
  <li>
   Act as a main contact for internal and external partners, ensuring smooth coordination.
  </li>
  <li>
   Build vendor relationships and ensure service compliance.
  </li>
  <li>
   Promote a positive, engaging work culture that supports employee growth and satisfaction.
  </li>
 </ul>
 <p>
  <strong>
   Innovation &amp; Improvement
  </strong>
 </p>
 <ul>
  <li>
   Implement new technologies and automation to enhance efficiency and service delivery.
  </li>
  <li>
   Lead continuous improvement initiatives to boost productivity and customer experience.
  </li>
 </ul>
 <p>
  <strong>
   Qualifications &amp; Skills
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration or related field.
  </li>
  <li>
   Minimum 5 years in a contact center or customer service leadership role.
  </li>
  <li>
   Strong experience managing large teams in a fast-paced, customer-focused environment.
  </li>
  <li>
   Excellent analytical, communication, and stakeholder management skills.
  </li>
  <li>
   Familiarity with contact center tools and platforms (e.g., Genesys, CRM systems).
  </li>
  <li>
   <strong>
    <u>
     Certification in contact center operations (COPC, Six Sigma, etc.) is Mandatory
    </u>
   </strong>
   .
  </li>
  <li>
   Fluency in English; Arabic is an advantage.
  </li>
 </ul>
 <p>
 </p>
</div>


Contact Center Senior Manager

Concentrix

Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) <strong>Join or sign in to find your next job</strong> <p>Join to apply for the <strong>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )</strong> role at <strong>Concentrix</strong></p> Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) <p>Join to apply for the <strong>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )</strong> role at <strong>Concentrix</strong></p><p>Get AI-powered advice on this job and more exclusive features.</p><p>Job Title:<br><br>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )<br><br><strong>Job Description<br><br></strong>The Trainer I is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.<br><br><strong>Essential Functions/Core Responsibilities<br><br></strong><ul><li>Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations</li><li>Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment</li><li>Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities</li><li>Accountable for achieving individual training performance metrics</li><li>Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)</li><li>Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations</li><li>Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients</li><li>May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids</li><li>Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation</li><li>Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis</li><li>Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures<br><br></li></ul>Candidate Profile<br><br><ul><li>Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred</li><li>A bilingual English (B2+ level) and native Arabic speaker.</li><li>Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)</li><li>Strong communication skills, both written and verbal</li><li>Proficient in Microsoft Office</li><li>Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable</li><li>Self-starter, sense of urgency, and works well under pressure</li><li>Strong attention to detail</li><li>Sense of professionalism and ability to develop good relationships<br><br></li></ul>Career Framework Role<br><br>Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills<br><br>Analyzes possible solutions using standard procedures and principles<br><br>Builds knowledge of the organization, processes and customers Solves a range of straightforward problems<br><br>Receives a moderate level of guidance and direction<br><br><strong>Disclaimer<br><br></strong>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.<br><br>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.<br><br>Location:<br><br>ARE Abu Dhabi - Building Khaleej Area<br><br>Language Requirements:<br><br>Time Type:<br><br><strong>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<br><br></strong><strong>R</strong></p> Seniority level <ul><li> Seniority level Entry level</li></ul> Employment type <ul><li> Employment type Full-time</li></ul> Job function <ul><li> Job function Education and Training</li><li> Industries IT Services and IT Consulting</li></ul><p>Referrals increase your chances of interviewing at Concentrix by 2x</p> Sign in to set job alerts for "Instructor" roles. <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED18,000 - AED21,000 4 months ago</p> Techno Functional Business Analyst -Banking <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 33 minutes ago</p> Senior Business Analyst (Digital Products )-Banking Domain <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED16,000 - AED18,000 2 months ago</p> Business Analyst as well Scrum Master -Banking Domain <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates<br>AED17,000.00<br>-<br>AED18,000.00<br>1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago</p> Business Analyst - Enterprise Lending Platform <p>Abu Dhabi Emirate, United Arab Emirates 2 weeks ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 days ago</p><p>Abu Dhabi Emirate, United Arab Emirates 1 week ago</p> Senior Business Analyst-3 months Engagement (Onsite Abu Dhabi)-Octopus by RTG <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 6 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 8 months ago</p> Senior Business Analyst (Mobile App & Staff Portal) <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 9 months ago</p> Business Analyst - Banking Domain (Scrum Framework & Digital Initiatives) <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 hour ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 11 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 year ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 day ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 9 months ago</p> Senior Business Analyst - Digital Wallet Platform <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago</p> Business Analyst with Open Finance Experience <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>We're unlocking community knowledge in a new way. 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Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

New York University

<div>Position Summary:
<div><b>
Applications are welcome from all qualified candidates. In line with UAE regulations, Emirati candidates are encouraged to apply.</b></div><div></div><div><br>
New York University Abu Dhabi (NYUAD) seeks to appoint a Associate Director, Executive MBA Programs reporting to Executive Director, Student Experience and Advising.</div><div></div><div><br>
The Associate Director will serve as the primary point of contact as account/relationship manager for the Stern at NYUAD Executive MBA program. Collaborate with department leadership to ensure smooth delivery of the EMBA program held at Stern at NYUAD and locations off-site. Plan, staff, and manage the logistics and operations of multiple program days, plus special events.</div><div></div><div><br>
The Associate Director will manage the development and implementation of the Stern at NYUAD EMBA program. They will be the point person on the Programs, Advising and Student Experience (PASE) for EMBA-related matters and queries. The Associate Director will work closely with colleagues across Stern at NYUAD, NYUAD, and NYU Stern in NY to provide comprehensive support for the EMBA program and students.</div><div></div><div><br>
The Associate Director will ensure the successful delivery of EMBA including monthly class days and One-week residencies. The Associate Director will oversee the entire residency process and design to tailor the content of the tours to the Stern at NYUAD EMBA audience, including activities that involve senior government figures, business leaders, educators, and nonprofit professionals. In collaboration with PASE, the Stern at NYUAD Career Management Center, Dean&rsquo;s Office, NYU Alumni Office, and colleagues on other NYU campuses, identify and cultivate relationships with companies and business leaders abroad to engage them for the program. The Associate Director will have responsibility for the Abu Dhabi class days and residencies, ranging from: maintaining and establishing program policies, booking contracts for hotel residencies, and working with the PASE team to provide operations and logistics for classrooms, bookstore relationships, and student support. Serve as a key point person for EMBA activities for students and faculty.</div><div></div><div><b><br>
Job Responsibilities:</b></div><ul><li>
Serve as the primary point of contact as account/relationship manager for the Executive MBA program</li><li>
Collaborate with department leadership to ensure smooth delivery of the EMBA program held at NYU Abu Dhabi, NYU New York and other NYU sites</li><li>
With PASE team support, plan, staff, and manage the logistics and operations of multiple program days, residencies, plus special events</li><li>
Manage and advise students on EMBA academic program policies and procedures (e.g. course requirements, specializations, leaves of absence, etc.)</li><li>
Serve as the main contact to the students, student sponsors/employers and administration interacting with participants to provide the highest level of customer service for student service related issues and sensitive matters</li><li>
Partner with PASE colleagues to deliver successful programming and provide administrative support on class days (e.g. classrooms, catering, AV/IT, materials, and special event planning)</li><li>
Represent EMBA student needs in conversations with NYUAD Student Finance and NYU Stern Bursar, the NYUAD Health Center, NYUAD Campus Safety, NYUAD Immigration, and others</li><li>
Manage EMBA student employees. Draft and manage communications processes to the EMBA student population<br>
Advise and counsel students on elective course selection and registration</li><li>
In coordination with the Associate Director of Programs and Advising, plan and manage the registration and elective choice process for admitted students</li><li>
Edit and produce multiple documents used by students in EMBA core/elective course registration</li><li>
Monitor drop out and admittance rates; conduct analyses and produce regular reports on rates for Stern at NYUAD leadership that support strategic goals.</li><li>
Plan and manage the specialization process for the EMBA program, including consulting students on specialization requirements and working with academic advisors on course specialization approvals<br>
Liaise with the Vice Dean, Executive Director of Student Experience and Advising, and Associate Director of Academic Planning and Advising in the areas of academic planning and program development for EMBA related initiatives</li><li>
Co-create and implement academic curriculum and program delivery for EMBA programs ((incl. Accreditation, academic policies, syllabi review, bulletin, course evaluations)</li><li>
Establish strategic relationships with faculty</li><li>
Create customized support frameworks for the weekend and global residency structure, anticipate challenges through needs assessments, and serve as the primary faculty-administration liaison</li><li>
Serve as primary spokesperson for students to the Vice Dean, Executive Director, and Stern at NYUAD units such as the Dean&rsquo;s Office, Career Management Center, Admissions, and Alumni Affairs</li><li>
Establish strategic relationships with faculty<br>
Lead the coordination and communication with EMBA students re: on-boarding to the program, course schedule, housing/accommodations, bursar and billing, immigration and visas, health/safety concerns, dietary requirements, and, for the residencies, applications, passport renewals, costs, flights and room accommodations</li><li>
Work closely with relevant members of the PASE team and other NYUAD offices on the logistics of the on-boarding process</li><li>
Create and update content for the Stern at NYUAD EMBA student portal/EMBA Hub and Stern at NYUAD public website<br>
Prior to an international residency, communicate with students about all travel logistics and requirements</li><li>
Register students with the relevant government agencies and NYU Traveler database</li><li>
Manage all aspects of the residency while abroad (speakers, site visit logistics, program orientation, etc.) Keep track of student attendance at classes and meetings abroad, and report problems to faculty as needed<br>
Additional Programs, Advising and Student Experience duties as required</li></ul>
Qualifications:
<div><b>
Required Education:</b></div><ul><li>
Bachelor's Degree in related field</li></ul><div><b>
Required Experience:</b></div><ul><li>
5+ years relevant experience or equivalent combination. Must include experience developing and implementing programs, overseeing student services, or related professional services experience</li><li>
Excellent interpersonal, communication and organizational skills</li><li>
Demonstrated event and program management and execution</li><li>
Great attention to detail and project management</li><li>
Demonstrated writing ability</li><li>
Proficiency using word-processing, database and spreadsheet software</li><li>
Demonstrated ability to to manage relationships with a wide range of stakeholders including senior-level executives, alumni, deans, faculty, onsite administrators, and Stern, NYU and NYUAD colleagues based in different NYU campuses and global sites</li></ul><div><b>
Preferred Education:</b></div><ul><li>
Master's Degree</li></ul><div><b>
Preferred Experience:</b></div><ul><li>
7+ years Experience in an academic and/or international environment. Prior work with MBA and/or Executive MBA programs</li><li>
Knowledge of program and event coordination, and curriculum development</li><li>
Must be well versed in quality data collection to ensure adequacy, accuracy and legitimacy of data in NYU and NYUAD systems and be able to strictly follow data privacy and security procedures for data handling and analysis to ensure adherence to legal and institutional standards</li></ul>
Additional Information:
<div>
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></div>

Associate Director, Executive MBA Programs - Stern@NYUAD

<div>
 <strong>
  Overview
  <br/>
  <br/>
 </strong>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 Role is to act as the translation layer between an organization&rsquo;s cyber security needs, business strategy and technology. In practice, this means that we work closely with our clients to assess their needs, chart their cyber security and digital transformation roadmaps, provide them with integrated solutions end-to-end and support them in managing their digital assets to make them resilient and create sustainable competitive advantage
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <strong>
  Key Focus Areas
  <br/>
  <br/>
 </strong>
 <strong>
  Key Activities
  <br/>
  <br/>
 </strong>
 Business Development
 <br/>
 <br/>
 <ul>
  <li>
   Identify new sales opportunities and target markets, and make initial customer contact
  </li>
  <li>
   Understand customer needs and formulate collaborative proposal with solutions, justifications and expected results
   <br/>
   <br/>
  </li>
 </ul>
 Sales Management
 <br/>
 <br/>
 <ul>
  <li>
   Ensure that the content within any proposal or contract is technically and financially valid with proper margins, payment terms and delivery timeframes
  </li>
  <li>
   Review closed / lost sales, share &ldquo;Lessons Learnt&rdquo; and use to improve next deal
  </li>
  <li>
   Provide regular sales reports by analyzing and summarizing information on all account activity, including status and call reports and maintain customers&rsquo; records
   <br/>
   <br/>
  </li>
 </ul>
 Client Consulting
 <br/>
 <br/>
 <ul>
  <li>
   Build and nurture positive working relationships with clients with the intention to exceed client expectations
  </li>
  <li>
   Ensure high post sales satisfaction that enables repeat business with customers
  </li>
  <li>
   Ensure customer is billed on time and payments received
   <br/>
   <br/>
  </li>
 </ul>
 Contract Management
 <br/>
 <br/>
 <ul>
  <li>
   Manage Service Contract Renewals and ensure contracts due are analyzed for possible value added services
  </li>
  <li>
   Liaise with Transportation Market Solutions Center (MSC) team for market feedback and trends
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  AOR (Any Other Responsibilities)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Any other responsibilities as required by the Line Manager
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Job Specifications
  <br/>
  <br/>
 </strong>
 <strong>
  Skills/Certifications
 </strong>
 <em>
  (Technical &amp; Non-Technical)
  <br/>
  <br/>
 </em>
 <ul>
  <li>
   Technical competence and understanding on security, software, hardware, networks, etc.
  </li>
  <li>
   Motivated, goal-oriented, and a skilled negotiator
  </li>
  <li>
   Ability to handle stressful situations, pressures and deadlines
  </li>
  <li>
   Proven ability to engage with and align senior executives, CISO etc.
  </li>
  <li>
   Ability to work effectively with a wide range of individuals including stakeholders from internal audit, compliance and business units
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Work Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   6 to 7 years relevant experience
  </li>
  <li>
   Minimum 4 years of Sales experience with leading IT System Integrators in the region in the cyber security sector
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 Bachelors in any field
</div>


Lead Specialist - Account Management

Miral Destinations

<div>
 <p>
  The Al Ain Zoo Operations Manager (Call Center) is responsible for the day-to-day management, performance, and continuous optimization of all call center operations for Al Ain Zoo under Miral Destinations&rsquo; sales division.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This role ensures that every interaction, whether by phone, email, chat, or social media, reflects world-class service standards and supports Al Ain Zoo&rsquo;s mission of education, conservation, and guest delight. The manager will lead a team in AAZ while working closely with Miral&rsquo;s central teams in Abu Dhabi to align KPIs, service strategies, and business goals.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The role is site-dominant (80%), requiring a strong presence at Al Ain Zoo to supervise front-line delivery, monitor guest feedback, provide live reporting to Miral management and manage operational issues in real time. The remaining 20% office time at FWAD is dedicated to management alignment, reporting, presentations, and cross-department collaboration.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Driving license &amp; car are required for transportation.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Leadership and Team Management
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Lead, mentor, and manage.
  </li>
  <li>
   Foster a collaborative and high-performance culture within the team.
  </li>
  <li>
   Provide regular feedback, performance evaluations, and professional development opportunities for staff.
  </li>
  <li>
   Act as a point of escalation and reason, relying on a combination of judgement based on experience, data, and company policies to make decisions.
  </li>
  <li>
   Support head of concierge operations to execute initiatives to optimize operations.
  </li>
  <li>
   Develop and launch initiatives to improve customer experience and operational efficiencies, building relationships with key stakeholders including external technology providers.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Operational Excellence
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Ensure delivery of high-quality omni-channel customer service (phone, email, chat, socials, and on-site guest support).
  </li>
  <li>
   Implement Miral&rsquo;s contact center frameworks within the Al Ain Zoo operation for consistent guest experience delivery.
  </li>
  <li>
   Monitor daily service levels, adherence, and CSAT performance.
  </li>
  <li>
   Coordinate shift rosters, attendance, and break schedules to ensure coverage and compliance.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Business Performance and Improvement
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Analyze daily and monthly performance reports and derive insights to enhance service quality and efficiency.
  </li>
  <li>
   Lead process improvement initiatives aligned with the SOW obligations of the Operator Agreement between Miral and ZAPIA for Call Center &amp; Customer Experience Services.
  </li>
  <li>
   Drive continuous improvement plans to optimize AHT, response rates, sales conversion, and guest satisfaction.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Reporting and Analytics
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Generate bi-weekly and monthly performance presentations on call volumes, SLAs, guest feedback, and operational challenges.
  </li>
  <li>
   Utilize data insights to recommend process enhancements and training priorities.
  </li>
  <li>
   Ensure data integrity across systems (Sprinklr, Genesys, CRM tools) and coordinate with Miral&rsquo;s central reporting team.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Collaboration and Stakeholder Management
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Act as the primary liaison between Miral and ZAPIA management on all matters relating to Call Center and Guest Experience.
  </li>
  <li>
   Represent the Guest Experience Division in on-site and bi-weekly FWAD meetings to report on KPIs, operational updates, and strategic initiatives.
  </li>
  <li>
   Collaborate with IT, Marketing, Sales, and HR teams to ensure seamless alignment of systems and service standards.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Compliance &amp; Governance
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Ensure alignment with UAE labor laws, HSSE requirements, and Al Ain Zoo regulations.
  </li>
  <li>
   Comply with the Service Level and Reporting obligations outlined in the SOW for Customer Experience and Call Center Services.
  </li>
  <li>
   Monitor team attendance, leave management, and disciplinary compliance.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   People Development
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Identify training needs and coordinate skill-development programs to build team capability in guest handling and system proficiency.
  </li>
  <li>
   Implement coaching plans for Assistant Managers and Supervisors to support career progression and performance growth.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Essential:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Management Diploma or related field or certification in Contact Centre management (COPC)
  </li>
  <li>
   3+ years experience in customer service operations, hospitality, or customer experience.
  </li>
  <li>
   1+ years experience in managing business improvement programs.
  </li>
  <li>
   Strong leadership and people management skills.
  </li>
  <li>
   Excellent communication and interpersonal abilities.
  </li>
  <li>
   Analytical mindset with experience in data-driven decision-making.
  </li>
  <li>
   Proficiency in customer service software and tools.
  </li>
  <li>
   Strategic thinker with a continuous improvement mindset.
  </li>
  <li>
   Ability to work in a fast-paced and dynamic environment.
  </li>
  <li>
   Fluent in English.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Desirable:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree
  </li>
  <li>
   Leadership certification.
  </li>
  <li>
   CX certification.
  </li>
  <li>
   Business Improvement Certification(s), i.e. Lean, Design Thinking, Kaizen, Six Sigma
  </li>
  <li>
   Project Management certification
  </li>
  <li>
   Strong understanding of omni-channel customer service environments (e.g., phone, email, chat, and in-person).
  </li>
  <li>
   Exceptional communication and leadership skills with a focus on empathy and coaching.
  </li>
  <li>
   Ability to manage multiple priorities and balance team needs with business objectives.
  </li>
  <li>
   Strong analytical and reporting skills to identify performance trends and provide actionable insights.
  </li>
  <li>
   Experience in guest service, customer satisfaction, and team development.
  </li>
  <li>
   Customer service and/or customer experience certification.
  </li>
  <li>
   Hospitality diploma.
  </li>
  <li>
   English and Arabic fluency.
  </li>
  <li>
   Coaching and mentorship skills.
  </li>
 </ul>
 <p>
 </p>
</div>


Call Center Operations Manager

Bureau Veritas

<div><div><div><div><ul><li><p>Position Details</p></li></ul></div><div><div><div><ul><li><p><br>
Position</p></li></ul></div></div><p><br>
Asset Integrity Engineer</p></div><div><div><div><ul><li><p><br>
Office / Department</p></li></ul></div></div><div><p><br>
Abu Dhabi / MER Regional Technical Center (RTC)</p><p>
The RTC primary geographical coverage addresses Abu Dhabi and Middle East Region Region. However, the core of its mission also covers all Middle East/India, Russia and Africa MIRA Zone countries, to the extent permitted by language restrictions.
</p><p>The RTC market coverage addresses primarily Oil &amp; Gas, Power and Process Industries, as well as to a limited extent Construction and Infrastructures.</p><p>
The RTC technical coverage addresses desktop high-end, high added-value QHSE related services to Industry, such as Design Verification, Risk and Safety consultancy, Environmental services and consultancy and Asset Integrity Management Services.</p></div></div><div><div><div><ul><li><p><br>
Reporting to</p></li></ul></div></div><p><br>
Regional Technical Center &ndash; Sr Asset Integrity Engineer (Ahmad Faheem Yousafi)</p></div><div><div><div><ul><li><p><br>
Key Working Relationship</p></li></ul></div></div><ul><li>
Technical Center Engineers (RTC11 to RTC23)</li><li>
Technical Center Coordinators (RTC##)</li><li>
TC Document Controller (RTC02)</li><li>
He/She is expected to establish direct contact with Activity Managers of other offices within Middle East Region and MIRA Zone and whenever necessary with other Regions of Bureau Veritas organization.</li></ul></div><div><ul><li><p><br>
Minimum Required Qualifications</p></li></ul></div><div><div><div><ul><li><p><br>
Education</p></li></ul></div></div><p><br>
Graduate Engineer (B.S. degree or equivalent)</p></div><div><div><div><ul><li><p><br>
Training/Specialty</p></li></ul></div></div><ul><li>
Fluent in English (written and spoken);</li><li>
Good technical reporting skills in the English language.</li></ul></div><div><div><div><ul><li><p><br>
Technical knowledge</p></li></ul></div></div><ul><li>
Strong knowledge of the International Standards such as API-580, 581, 571, 510,570, 653, ASME Sec VIII Div. 1</li>
Strong knowledge of Client Specs (Saudi Aramco &amp; ADNOC, etc.<br>
<li>
</li></ul></div><br>
<div><div><div><ul><li><p>Experience</p></li></ul></div></div><ul><li>
Minimum proven 05 years of relevant experience in performing Asset Integrity Studies (including RBI, CMP, RLA, etc. )</li></ul></div><div><ul><li><p><br>
Responsibilities / Authorities / Accountabilities</p></li></ul></div><div><div><div><ul><li><p><br>
Primary Functions</p></li></ul></div></div><ul><li>
The engineer shall conduct Risk Based Inspection Assessment &amp; Remaining Life Assessment in accordance with API-580, 581, 510, 570, 653 and client specs using various softwares</li></ul></div><div><div><div><ul><li><p><br>
Technical Expertise</p></li></ul></div></div><ul><li>
Data collection, review and validation
</li><li>Data population into software templates</li><li>
Define data required from other team members, define accuracy levels for the data, verifying through quality checks the soundness of data and assumptions.</li><li>
Corrosion Looping and Corrosion Studies including the application active/potential damage mechanisms</li><li>
Assess effectiveness of past inspections with the help of field inspection engineer.</li><li>
Input or transfer data into the software program and Carry out Risk Assessment</li><li>
QA/QC of data input/output</li><li>
Probability of failure calculation, damage factor quantification, Failure Frequency evaluation, Management System Evaluation, Failure Modes and Release Rate Quantification</li><li>
Consequences of failure evaluation (area and financial based) including identification of highly reliable isolation locations and identification of inventory groups
</li><li>Assess risk for each DM, determine cumulative risk rank and finalize risk assessment</li><li>
Generate Recommendations to Mitigate DMs Risks</li><li>
Conduct the database review workshops</li><li>
Display assessment results in approved format and preparing a report (i.e. passport template).</li><li>
Conduct Remaining life assessment</li><li>
Recommend inspections and implement recommendations derived from the RBI assessment.</li></ul></div><div><div><div><ul><li><p><br>
Business Requirements</p></li></ul></div></div><div><ul><li>
Participate in products development and dissemination in his field(s) of expertise</li><li>
Assists in commercial actions in order to link client&rsquo;s needs and Bureau Veritas&rsquo; services</li><li>
Prepare technical aspects of tenders (related to his field of competencies), including but not limited to :</li></ul><ul><li>
Scope of work</li><li>
Planning</li><li>
Cost structure</li></ul></div></div><div><div><div><ul><li><p><br>
Self Management</p></li></ul></div></div><ul><li>
Contributes to Best Practices dissemination</li><li>
Participates in Knowledge Management
</li><li>Participates in execution of the missions, alone or within a project team</li><li>
Executes reporting on tasks and cost building-up</li><li>
Contributes to project reporting</li><li>
Works with impeccable level of integrity;</li><li>
Able to work in a multi cultural team;</li><li>
Works well under pressure in challenging environment.</li></ul></div><div><div><div><ul><li><p><br>
Customer Focus</p></li></ul></div></div><ul><li>
Liaises with client, and/or project manager</li><li>
Comfortable in client-facing situations;</li></ul></div><div><div><div><ul><li><p><br>
HSE Requirements</p></li></ul></div></div><div><ul><li>
Comply at all times with all applicable legal requirements, BV Abu Dhabi HSE Policies and procedures, client&rsquo;s HSE procedures and code of practices.
</li><li>Maintain personal work areas tidy and hazard free and report any deviation/fault/hazard immediately to the location manager/line manager/supervisor
</li><li>Report immediately any newly identified hazard and participate in devising suitable operational control to eliminate/minimize the pertinent risk.</li><li>
Report immediately any HSE incident and cooperate in investigation</li></ul><ul><li>
Communicate to their immediate manager any unsafe work practice or condition and opportunities for improvement of HSE practices.</li><li>
Take care of your own health and safety and that of people who may be affected by what you do (or do not do).
</li><li>Co-operate with others on health and safety, and not interfere with, or misuse, anything provided for your health, safety or welfare.</li></ul></div></div><div><ul><li><p><br>
Performance Monitoring</p></li></ul></div><div><div><div><ul><li><p><br>
Continual Development</p></li></ul></div></div><ul><li>
Maintains a high degree of expertise through permanent specialized training and knowledge management.</li></ul></div><div><div><div><ul><li><p><br>
KPIs</p></li></ul></div></div><ul><li>
Contribute to achievement of Asset BU 2025 Targets (Profit, Revenue, DSO &hellip;)</li><li>
Contribute to achieving of Asset 2025 Sale target</li><li>
Satisfactory delivery of assigned contracts</li><li>
Develop self-technical expertise in Material &amp; Corrosion, AIMS, Cathodic Protection.</li><li>
Contribute to implement and improve TC Procedures (Coordinators, Quality Control, Feed Back, Lessons Learned)</li></ul></div><div><div><div><ul><li><p><br>
Monitored By</p></li></ul></div></div><p><br>
Regional Technical Center Manager (RTC01)</p></div></div></div></div><div></div>

Asset Integrity Engineer

<div>Position Summary:
<p><b>
Applications are welcome from all qualified candidates. In line with UAE regulations, Emirati candidates are encouraged to apply</b></p><p></p><p><br>
New York University Abu Dhabi (NYUAD) seeks to appoint a Class Year Experience Specialist reporting to the Class Year Experience Manager.</p><p><br>
</p><p>The Class Year Experience Specialist is a member of Student Affairs. The position has important operational support functions, inclusive of delivering Marhaba; the first-year curriculum; Ma&rsquo;a Salama and Commencement activities; Class-year specific event and programming support. In addition to providing administrative support, the Specialist is responsible for supervising, recruiting, training, and overseeing the Weyak Facilitator student-staff program, inclusive of the ~34 hires. The Specialist also works closely with the Class Year Representative Committees in Student Government, leading meetings, mentoring, and training.</p><p></p><p><br>
The role has significant administrative responsibilities, including purchasing through internal NYU systems, managing expense tracking, and will also be responsible for gathering data for reporting purposes which will include preparing reports for both internal and external stakeholders. This person will additionally support other divisional functional areas, including student activities under the Student Life department.</p><p></p><p><b><br>
Key Responsibilities:</b></p><p></p><p><i><br>
Weyak Recruitment, Supervision and Administration</i></p><ul><li>
Supervises Weyak Facilitators, including but not limited to: Recruitment, Hiring, Payment, Communications, Administration, Trainings, Early Arrival and ongoing supervisory and departmental support</li><li>
Provides Weyak training and student-staff oversight during pre-Marhaba early arrival window and throughout Marhaba and the academic year</li><li>
Conducts bi-weekly check-in meetings/trainings with the Weyak Facilitators and Weyak Program staff for pulse check-in and provide administrative support</li><li>
Ensures delivery of the fall semester Weyak Curriculum</li><li>
Maintains records in Engage for all Weyak Curriculum events, including accuracy checks, approvals, follow-ups, and attendance tracking</li><li>
Tracks budget and expenditures, evaluating invoices and resolving discrepancies. Maintains expense and reimbursement records</li><li>
Assesses programming, budget expenditures, and data collection related to the Weyak Program</li><li>
Enforces accountability measures for Weyak student-staff</li></ul><p>
 <i>C</i><i>lass Year </i><i>E</i><i>xperience</i><i> Portfolio Administration</i></p><ul><li>
Responds to all incoming CYE Alias emails and manages student-facing enquiries</li><li>
Liaises and collaborates with multiple stakeholders across the University (e.g. Events, Vice Chancellor's Office, Student Affairs, External Relations and Communications, Office of Undergraduate Education, Arts Center, IT, Library, etc.) to develop and coordinate summer onboarding and orientation week for the incoming class</li><li>
Coordinates with the Arts Center for Marhaba sessions with panels and guest speakers as well as student leaders&rsquo; performances</li><li>
Liaises and collaborates with multiple stakeholders across the University to develop and coordinate the celebration week for the graduating class, &lsquo;Ma&rsquo;a Salama&rsquo;</li><li>
Creates website and student portal content that will be most relevant to first and senior year students and ensure it is updated regularly in preparation for onboarding</li><li>
Maintains the Marhaba and Ma&rsquo;salama programming information online, both on the internal student portal and external university website</li><li>
Tracks expenses and manages payment processes for Class Year programs and other student activities throughout the academic year</li><li>
Runs the Senior Guest Flight Assistance application, including the outreach, response evaluation, grant offers, and Nirvana partner coordination</li><li>
Coordinates Ma&rsquo;a Salama and Marhaba procurement processes, management of student sign ups, and ticket distribution</li><li>
Administers feedback surveys for Marhaba and Ma&rsquo;a Salama programming and ensures accurate attendance tracking</li></ul><p>
 <i>Logistical Support</i></p><ul><li>
Manages and is the contact point for each Class Year Representatives for regular check-in meetings and programming support</li><li>
Coordinates logistics for Marhaba, Ma'a Salama, Weyak, and other student initiatives, inclusive of catering coordination, Engage event creation and administration, and ad hoc support</li><li>
Serves as the CYE partner outreach coordinator for presenters for Marhaba and CYE newsletters</li><li>
Leads the Marhaba Cultural outing in collaboration with internal and external partners</li><li>
Plans and executes CYE Milestone programming for each Class cohort as per the CYE Portfolio</li><li>
Supports with the delivery of Civic Engagement and Service/SLICECT Kashtah excursions</li><li>
Manages the external vendor processes, including outreach, registration, procurement, payment follow-ups, and quality assurance</li><li>
Supports Class Representatives in the procurement and distribution of class-specific merchandise</li><li>
Coordinates preparation of First-year materials, including student NYU IDs and SIM cards, in collaboration with Campus Safety and IT</li><li>
Maintains first-year student records and manages first-year parents and student lists for external mailings via NYU Direct and collaboration with institutional partners</li></ul><p>
 <i>Domestic Student Support &amp; Student Clubs</i></p><ul><li>
Develops the supporting structures for domestic student outreach, communications, and ongoing support</li><li>
Designs and facilitates feedback surveys and focus groups to gather data on domestic student Marhaba, Ma&rsquo;a Salama, and university integration experiences</li><li>
Identifies gaps and provides suggestions across Class Year programming in support of domestic students, who may or may not have a campus housing assignment</li><li>
Identifies and establishes connections within the UAE for deeper cultural immersion and intercultural competency-building opportunities for students, and works with internal stakeholders</li><li>
Develops connections between domestic students&rsquo; NYUAD experiences and the Violet Ready Competencies in order to enrich the Curriculum and learning outcomes</li><li>
Serves on the Domestic Student Support Committee</li><li>
Serves as the CYE contact point for DSAB and the UAE Majlis, supports Student Engagement team with management</li><li>
Supports Student Engagement team on keystone programs (such as National Day, Hag Al Laila, etc.)</li></ul><p>
 <i>Other Divisional Duties</i></p><ul><li>
Supports institutional activities related to student yield and onboarding, including collaborations with campus partners such as Admissions, Global Education, etc.</li><li>
Collaborates with other departments to host programming for first-year and upper-class students. Supports other divisional functional areas including campus pulse, identity interest group support, and student space activation</li><li>
Supports cross-departmental committees</li><li>
Other duties as assigned</li></ul><br>
<p></p>
Qualifications:
<p>
 <b>Required Education:</b></p><ul><li>
Bachelor&rsquo;s degree in a related field</li></ul><p><b>
 </b><b>Required Experience:</b></p><ul><li>
3+ years of experience in planning and organizing events and schedules. Prior experience supervising interns and/or student-staff is a must. History of advising students within an educational institution. Willingness and ability to work evenings/weekends for event support</li><li>
Critical thinking &amp; problem-solving skills, planning &amp; organizing, conflict management, exceptional communication skills, knowledge of project management and business analysis techniques &amp; tools, deep cultural understanding of the UAE and ability to strengthen community ties to NYUAD</li><li>
Strong knowledge of data development processes including integration design and data modeling</li><li>
Proven ability to perform data analysis and synthesis</li><li>
Excellent documentation capabilities (effective note taking, detailed requirements documents, articulate process flows, meaningful presentations, etc.)</li><li>
Ability to manage and communicate with, a diverse set of stakeholders in both technical and non-technical environments</li><li>
Effectively using interpersonal and communications skills including tact and diplomacy</li><li>
Effectively using organizational and planning skills with attention to detail and follow through</li><li>
Effectively multitask, as well as manage, lead, and delegate tasks and authority where needed</li><li>
Maintaining confidentiality of work-related information, materials, and staff/student sensitive data</li><li>
Strong leadership capability, executing as appropriate in the areas of responsibility</li><li>
Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others</li><li>
Ability to work autonomously with little supervision</li><li>
A demonstrated ability to Influence, provide strategic insight, communicate, lead others</li><li>
Knowledge of a variety of current and emerging technologies related to NYU&rsquo;s global needs</li></ul>
Additional Information:
<p><b>
About NYUAD</b></p><p></p><p><br>
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.</p></div>

Class Year Experience Specialist – Student Affairs (Fixed – Term for 3 years)

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