AI-Driven CX Leader: Call Center Manager

Maseera; United Arab Emirates; On-site; AED 120,000 - 180,000; Full time

Job summary

Digital X in the United Arab Emirates is seeking a Call Centre Manager to lead end-to-end contact center operations across multiple channels and drive AI-powered CX initiatives. You will mentor teams, optimize CRM tools, and ensure service excellence while aligning with CB UAE regulations.

The ideal candidate will bring 8–15 years in call centre leadership, deep CX and CRM experience, and a strong grounding in AI concepts to transform customer journeys across all touchpoints.

Qualifications

• Bachelor's degree in business, IT, or related field.
• 8–15 years of progressive call centre management with CX focus.
• Strong CRM and customer service platform experience (Salesforce, Dynamics, Zendesk, etc.).
• Deep understanding of AI concepts and CX applications.

Responsibilities

• Manage end-to-end contact center operations across inbound, outbound, voice, email and chat.
• Lead customer experience strategies and service excellence initiatives.
• Drive AI-powered CX solutions, chatbots, automation, and CRM optimization.
• Ensure compliance with UAE regulations and service standards (CB UAE).
• Monitor KPIs: SLA, CSAT, NPS, FCR, AHT, and quality scores.
• Improve efficiency through technology, automation and process improvements.
• Lead, coach and develop customer service teams and team leaders.
• Analyze customer data to identify trends and opportunities for AI enhancements.

Skills

Call center management

Customer experience

AI in CX

Team leadership

CRM platforms

Education

Bachelor's degree (Business Administration / Information Technology)

Tools

Salesforce

Microsoft Dynamics

Zendesk

Freshdesk

Genesys

Avaya

NICE

Job description

Digital X in the United Arab Emirates is seeking a Call Centre Manager to lead end-to-end contact center operations across multiple channels and drive AI-powered CX initiatives. You will mentor teams, optimize CRM tools, and ensure service excellence while aligning with CB UAE regulations.

The ideal candidate will bring 8–15 years in call centre leadership, deep CX and CRM experience, and a strong grounding in AI concepts to transform customer journeys across all touchpoints.