Community Operations Lead: Contact Center & CX Strategy

Anydrive; Dubai Emirate; On-site; AED 220,000 - 320,000; Full time

Job summary

Anydrive in Dubai is seeking a Community Operations Manager to lead multi‑channel customer interactions and drive a best‑in‑class contact centre. You will shape strategy, manage performance, and collaborate with cross‑functional teams to improve customer experience.

You will oversee recruitment, training, resource planning, and continuous improvement initiatives across phone, email, web, and messaging channels to deliver high satisfaction and cost efficiencies.

Qualifications

• Experience leading multi-channel contact centres and teams.
• Proven ability to translate customer insights into service improvements.
• Strong planning, forecasting and KPI management skills.

Responsibilities

• The role includes line responsibility for all contact centre teams (in-house and outsource).
• Manage day-to-day performance to deliver best-in-class service and meet KPIs within budget.
• Set strategy for development of contact centres and stay updated on best practices and technologies.
• Lead and coordinate the contact center management team to motivate colleagues.
• Own end-to-end customer contact processes and drive improvements across the customer experience.
• Oversee recruitment, training, induction and coaching strategies for contact centres.
• Define contact centre roles, shifts and candidate profiles.
• Lead resource planning to ensure demand is covered.
• Apply best practices and continuous improvement plans based on insights.
• Develop plans for use of new tools/telephony/CRM to optimise operations.
• Be the voice of the customer and drive changes across projects.
• Deliver cost efficiencies and improve customer satisfaction.
• Enhance quality of interactions with QA and compliance.

Skills

Team leadership

Strategic communication

Customer service

Forecasting

Resource planning

Telephony systems

CRM

KPI management

Process improvement

Tools

Telephony

CRM

Job description

Anydrive in Dubai is seeking a Community Operations Manager to lead multi‑channel customer interactions and drive a best‑in‑class contact centre. You will shape strategy, manage performance, and collaborate with cross‑functional teams to improve customer experience.

You will oversee recruitment, training, resource planning, and continuous improvement initiatives across phone, email, web, and messaging channels to deliver high satisfaction and cost efficiencies.