Call Centre Manager - AI & Customer Experience (CX)

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

Call Centre Manager - AI & Customer Experience (CX)

Digital X - Owned By Digital Dewa Single Owner Com United Arab Emirates

Manage end-to-end contact center operations including Inbound, Outbound, Voice, Email, and Live Chat channelsLead customer experience strategies and service excellence initiativesDrive implementation and optimization of AI-powered customer service solutions, chatbots, automation tools, and CRM systemsEnsure compliance with CBUAE regulations and service standardsMonitor KPIs including SLA, CSAT, NPS, FCR, AHT, and Quality ScoresImprove operational efficiency through technology, automation, and process enhancementsLead, coach, and develop customer service teams and team leadersDevelop 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. 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 requirementsProven 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.