Contact Center Operations Supervisor - Dicetek LLC - Dubai, UAE

DiceTek UAE; Dubai; On-site; AED 156,240 - 223,200; Full time

Benefits offered by this job

Opportunity to work closely with government entities

Key role in improving customer experience

Structured professional development pathways

Dynamic role supporting operational enhancements

Job summary

Dicetek LLC in Dubai is seeking a Contact Center Operations Supervisor to oversee daily operations of a unified government contact center. You will ensure prompt responses and efficient service delivery while coordinating with government entities.

The ideal candidate will have experience in contact center operations, strong skills in service delivery, and a background in operational process management. This role offers a unique opportunity to enhance customer experience across unified channels.

Qualifications

• Experience in contact center operations within government or large organizations.
• Strong background in service delivery, operational process management, and provider coordination.
• Knowledge of KPI monitoring, quality standards, and government service frameworks.
• Excellent communication, reporting, and stakeholder management skills.
• Detail-oriented with strong organizational and multitasking abilities.

Responsibilities

• Manage daily operations of the unified contact center and coordinate with government entities.
• Monitor implementation of policies, procedures, and operational processes.
• Ensure availability of required resources, tools, and systems for seamless service delivery.
• Oversee performance of contact center service providers and ensure compliance with service levels.
• Support development and updates of operational policies, manuals, and authorities.
• Monitor operational KPIs and employee performance indicators.
• Coordinate with the Quality Department for government service standards.
• Prepare periodic reports on operational performance and KPI achievements.
• Recommend system and service improvements.
• Support communication with service providers on operational initiatives.
• Carry out additional tasks assigned by the supervisor.

Skills

Contact center operations

Service provider coordination

KPI monitoring

Operational process management

Quality standards compliance

Reporting and analysis

Job description

Contact Center Operations Supervisor – Dicetek LLC – Dubai, UAE Position Overview

This role oversees daily operational activities of the unified government contact center, ensuring prompt responses, efficient service delivery, and strong coordination with government entities.

The position supports policy implementation, provider performance management, and continuous improvement of service standards.

Job Details

Country: UAE
City: Dubai
Industry: Government Administration
Function: Call Center
Salary: 14,000–20,000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full‑time

Key Responsibilities

• Manage daily operations of the unified contact center and coordinate with government entities for timely responses to customer requests.
• Monitor implementation of policies, procedures, and operational processes.
• Ensure availability of required resources, tools, and systems for seamless service delivery.
• Oversee performance of contact center service providers and ensure compliance with agreed service levels.
• Support development and updates of operational policies, manuals, and authorities.
• Monitor operational KPIs and employee performance indicators.
• Coordinate with the Quality Department to ensure application of government service standards.
• Prepare periodic reports on operational performance and KPI achievements.
• Recommend system and service improvements to management.
• Support communication with service providers and follow up on operational initiatives.
• Carry out additional tasks assigned by the supervisor.

Ideal Profile

• Experience in contact center operations within government or large organizations.
• Strong background in service delivery, operational process management, and provider coordination.
• Knowledge of KPI monitoring, quality standards, and government service frameworks.
• Excellent communication, reporting, and stakeholder management skills.
• Detail‑oriented with strong organizational and multitasking abilities.

Skills Set

• Contact center operations
• Service provider coordination
• KPI monitoring
• Operational process management
• Quality standards compliance
• Reporting and analysis

Why Join Us?

Opportunity to work closely with government entities and service delivery teams.

Play a key role in improving customer experience across unified channels.

Structured environment with strong professional development pathways.

Dynamic role supporting continuous operational enhancements.

About the Company

Dicetek LLC is a trusted technology and professional services consultancy in Dubai, supporting major government entities and enterprises across the UAE. The company delivers specialized expertise in contact center operations, digital transformation, and managed service solutions, helping organizations enhance service delivery and operational efficiency.