Contact Center Operations Transformation Lead - Dicetek LLC - Dubai, UAE

DiceTek UAE; Dubai; On-site; AED 301,320 - 390,600; Full time

Benefits offered by this job

Competitive compensation aligned with UAE market

Collaborative leadership environment

Job summary

DiceTek UAE is seeking a Contact Center Operations Transformation Lead based in Dubai. This role will drive operating model redesign, performance optimization, and service governance within contact centers to enhance efficiency.

The ideal candidate will possess 8-12 years of experience in contact center operations leadership and expertise in SLA and KPI governance. Join us and influence enterprise service strategy in a collaborative environment.

Qualifications

• 8-12 years of experience in contact center operations leadership roles.
• Strong background in operating model transformation and service governance.
• Expertise in SLA and KPI framework design and performance management.
• Experience in workforce planning, forecasting, and capacity modeling.
• Knowledge of quality assurance frameworks and escalation management processes.
• Understanding of customer journey optimization and cost efficiency strategies.
• Strong leadership and stakeholder management skills.
• Excellent analytical and decision-making abilities.

Responsibilities

• Redesign and optimize contact center operating models to enhance efficiency.
• Define and implement SLAs, KPIs, and performance dashboards.
• Establish governance frameworks for compliance and service consistency.
• Develop workforce planning strategies and capacity modeling.
• Lead quality assurance programs and escalation management frameworks.
• Identify opportunities for customer journey optimization.
• Implement cost control strategies while maintaining service quality.
• Collaborate with cross-functional teams to align operational improvements.
• Monitor operational performance and recommend improvements.

Skills

Contact Center Operations

Operating Model Redesign

SLA and KPI Governance

Workforce Planning

Capacity Modeling

Quality Assurance

Escalation Management

Performance Optimization

Job description

Position Overview

Contact Center Operations Transformation Lead in Dubai, UAE will drive operating model redesign, performance optimization and enterprise service governance across contact center environments. This role focuses on improving operational efficiency, workforce planning, customer journey optimization and cost control while establishing structured KPIs, SLAs and governance frameworks for sustainable service excellence.

Job Details

• Country: UAE
• City: Dubai
• Industry: IT and Services
• Function: Operations-Plant Management
• Salary: 27000-35000 monthly (Market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key Responsibilities

• Redesign and optimize contact center operating models to enhance efficiency and scalability
• Define and implement SLAs, KPIs and performance dashboards aligned with business objectives
• Establish governance frameworks to ensure accountability, compliance and service consistency
• Develop workforce planning strategies and capacity modeling to meet demand forecasts
• Lead quality assurance programs and structured escalation management frameworks
• Identify opportunities for customer journey optimization and service improvement
• Implement cost control strategies while maintaining service quality standards
• Collaborate with CX, analytics and technology teams to align operational improvements with digital initiatives
• Monitor operational performance and recommend continuous improvement actions

Ideal Profile

• 8-12 years of experience in contact center operations leadership roles
• Strong background in operating model transformation and service governance
• Expertise in SLA and KPI framework design and performance management
• Experience in workforce planning, forecasting and capacity modeling
• Knowledge of quality assurance frameworks and escalation management processes
• Understanding of customer journey optimization and cost efficiency strategies
• Strong leadership and stakeholder management skills
• Excellent analytical and decision-making abilities

Skills Set

• Contact Center Operations
• Operating Model Redesign
• SLA and KPI Governance
• Workforce Planning
• Capacity Modeling
• Quality Assurance
• Escalation Management
• Performance Optimization

Why Join Us

• Lead large-scale contact center transformation initiatives
• Influence enterprise service governance and operational strategy
• Work on performance-driven optimization programs
• Collaborative leadership environment with cross-functional teams
• Competitive compensation aligned with UAE operations leadership market

About the Company

Dicetek LLC is a Dubai-based technology and operational consulting firm delivering enterprise transformation solutions across customer engagement, digital modernization and service governance. The company supports organizations in building efficient, scalable and performance-focused operating models across the UAE and Middle East region.