Center Operations Lead: Customer Experience

Ontime Group; Dubai; On-site; AED 67,000 - 89,000; Full time

Job summary

Ontime Group in Dubai is seeking a Center Operations Executive to run daily contact center activities, optimize resources, and achieve targets for speed, efficiency and quality. The role involves advising clients, coordinating staff, and delivering regular performance reports to drive service improvements.

Requirements include a four-year degree, 3-5 years in customer service, and 2-3 years in contact center supervisory roles.

Qualifications

• Graduate of any four-year course.
• 3-5 years in customer-service industry.
• 2-3 years contact center supervisory experience.

Responsibilities

• Manage daily center operations and resources.
• Set performance targets for speed, efficiency, sales, quality.
• Advise clients on products and services.
• Coordinate staff recruitment and coaching.
• Prepare weekly to yearly performance reports.
• Monitor calls to improve quality and reduce errors.
• Maintain up-to-date records and data.
• Forecast and analyze data against budgets.
• Liaise with supervisors and third parties.
• Coach staff and coordinate incentive schemes.
• Generate Vocalcom reports for performance analysis.
• Handle complex customer complaints or inquiries.
• Organize staffing and shift patterns.
• Track and improve system usage.
• Review staff performance and plan training.
• Ensure compliance with service targets.

Skills

Microsoft Office

Adaptability

Attention to detail

Vocalcom reporting

Customer service

Education

Bachelor equivalent (4-year degree)

Tools

Vocalcom software

Job description

Ontime Group in Dubai is seeking a Center Operations Executive to run daily contact center activities, optimize resources, and achieve targets for speed, efficiency and quality. The role involves advising clients, coordinating staff, and delivering regular performance reports to drive service improvements.

Requirements include a four-year degree, 3-5 years in customer service, and 2-3 years in contact center supervisory roles.