Call Centre Manager - AI & Customer Experience (CX)

Digital X - Owned By Digital Dewa Single Owner Com; Dubai; In loco; AED 260.000 - 450.000; Tempo pieno

Descrizione del lavoro

Digital X - Owned By Digital Dewa Single Owner Com is seeking a senior leader to manage end-to-end contact center operations in the UAE. You will drive customer experience strategies, oversee AI-powered CX initiatives, and ensure compliance with CBUAE standards across voice, email, and live chat channels.

The role requires deep expertise in CRM platforms, CX metrics, and AI applications, with a track record of transforming customer journeys through data-driven decisions and technology enablement.

Competenze

• Bachelor’s degree in related field.
• 8–15+ years in call centre management with CX focus.
• Strong CRM and CS platforms experience.
• Knowledge of CBUAE regulations.
• Experience with AI solutions in CX.

Mansioni

• Oversee end-to-end contact center operations across voice, email, and live chat.
• Lead customer experience strategies and service excellence initiatives.
• Implement AI-powered CX solutions and CRM integrations.
• Ensure compliance with CBUAE regulations and service standards.
• Monitor KPIs like SLA, CSAT, NPS, FCR, and Quality Scores.
• Drive efficiency through automation and process improvements.
• Develop and coach CS teams and team leaders.
• Analyze customer data to identify AI opportunities.

Conoscenze

CX strategy

AI in CX

Operational leadership

Data-driven

Formazione

Bachelors in Business Admin/IT

Strumenti

Salesforce

Microsoft Dynamics

Zendesk

Freshdesk

Genesys

Avaya

NICE

Descrizione del lavoro

Key Responsibilities

• Manage end-to-end contact center operations including Inbound Outbound Voice Email and Live Chat channels
• Lead customer experience strategies and service excellence initiatives
• Drive implementation and optimization of AI-powered customer service solutions chatbots automation tools and CRM systems
• Ensure compliance with CBUAE regulations and service standards
• Monitor KPIs including SLA CSAT NPS FCR AHT and Quality Scores
• Improve operational efficiency through technology automation and process enhancements
• Lead coach and develop customer service teams and team leaders
• Develop and implement AI-driven CX strategies ensuring seamless customer journeys across all touchpoints
• Oversee the performance and continuous improvement of AI tools such as chatbots virtual assistants and sentiment analysis
• Analyze customer interaction data to identify trends pain points and opportunities for AI-powered solutions

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field
• Minimum of 8-15 years of progressive experience in call centre management, with a strong focus on CX.
• Strong experience with CRM and Customer Service Platforms (Salesforce, Microsoft Dynamics, Zendesk, Freshdesk, Genesys, Avaya, NICE, etc.)
• Good understanding of CBUAE regulations and customer service compliance requirements
• Proven track record of successfully implementing and managing AI solutions in a customer service environment.
• Deep understanding of AI concepts, machine learning, natural language processing, and their applications in CX.