Manager – Contact Center

1. Manage the day-to-day operations of the contact center, ensuring smooth workflows and high-quality customer interactions.

2. Develop and implement long-term strategies for the call center to improve operational efficiency, customer satisfaction, and alignment with Dubai Health goals.

3. Use data to identify trends, areas for improvement, and opportunities for optimization, through the monitoring and analysis of key performance indicators such as call volume, response times, customer satisfaction, and agent performance.

4. Ensure that all call centers activities contribute to a positive customer experience.

5. Implement best practices and processes that enhance the quality of customer interactions.

6. Continuously review and improve contact center processes, workflows, and technologies to drive efficiency and effectiveness.

7. Manage the selection, implementation, and management of contact center technologies such as CRM systems, call routing software, and communication tools.

8. Implement initiatives to streamline operations and reduce costs.

9. Ensure that the call center operates in compliance with Dubai Health policies, regulations, and quality assurance standards. Implement quality monitoring programs to maintain service excellence.

10. Work closely with other departments to ensure alignment and collaboration on customer initiatives and strategies.

11. Lead the resolution of critical customer issues, managing escalations and ensuring timely resolution of high-priority situations.

12. Any other assignments related to the nature of the job assigned by the management.

Qualifications

Bachelor’s degree Business Administration, Management, or a related field

5+ years Contact center management or a similar customer service leadership role