Contact Centers Director

Aramex; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading logistics company, Aramex, is seeking a Contact Center Director to lead their customer experience strategy. This role demands strategic oversight of large teams, innovation in service delivery through AI, and a commitment to a customer-centric culture. The ideal candidate will possess extensive experience in enhancing customer satisfaction and have a background in managing operational efficiency in a complex environment.

Qualifications

• At least 10 years of proven experience in customer experience design and management.
• Experience in the logistics industry is preferred.
• Strong understanding of digital products and services.

Responsibilities

• Oversee customer service operations managing around 500 FTEs.
• Implement automation and AI solutions to enhance customer experience.
• Monitor and track ROI on transformation opportunities.

Skills

Customer Centric Mindset

Leadership Skills

Strategic Thinking

Presentation Skills

Crisis Management

Problem Solving

Analytical Thinking

Team Leadership

Communication

Education

Bachelor's degree or higher in Business Administration, Marketing, Economics, Financial Management, Psychology, or Statistics

Tools

Sprinklr

ISO

Six Sigma

Job description

The Contact Center Director leads the strategy, planning, and execution of the organization's customer experience goals. This role ensures a seamless customer journey across all touchpoints by collaborating with department heads. The Contact Center Director is responsible for creating, managing, and executing the customer experience strategy, focusing on enhancing customer satisfaction, efficiency, and profitability. This includes overseeing large contact center teams and budgets, developing AI and automation, and driving continuous improvement and cost reduction. The Contact Centers Director is the torchbearer of a customer-centric culture at Aramex, driving higher satisfaction, NPS, retention, new business growth, and profitability.

Purpose of the Job

The Contact Center Director leads the strategy, planning, and execution of the organization's customer experience goals. This role ensures a seamless customer journey across all touchpoints by collaborating with department heads. The Contact Center Director is responsible for creating, managing, and executing the customer experience strategy, focusing on enhancing customer satisfaction, efficiency, and profitability. This includes overseeing large contact center teams and budgets, developing AI and automation, and driving continuous improvement and cost reduction. The Contact Centers Director is the torchbearer of a customer-centric culture at Aramex, driving higher satisfaction, NPS, retention, new business growth, and profitability.

• Oversee customer service and contact center operations, managing around 500 FTEs to ensure optimal sizing and geographical placement for cost and CX efficiency.
• Implement automation and AI solutions, including BOT deployment and design, to enhance customer experience.
• Ensure collaboration across all business functions to deliver a seamless end-to-end customer experience.
• Collect feedback from customer-facing teams to derive insights and guide them in maintaining a customer-centric attitude.
• Develop and manage a team of customer experience specialists with deep domain expertise.
• Foster strategic thinking and customer orientation within the team.
• Work with directors and heads of other departments to ensure customer-centricity in their work.
• Promote changes in departmental processes to improve overall customer experience.
• Monitor and track ROI on transformation opportunities and drive continuous process improvement.
• Advocate for solutions at the executive level and manage customer escalations.
• Develop and implement an analytics strategy for service delivery, leveraging relevant technologies.
• Establish guidelines and solutions to address customer priorities with a customer-centric mindset.
• Participate in strategic projects to ensure customer-centric implementation.
• Lead units to implement customer experience improvement plans using agile methods.
• Manage and analyze customer voices using NPS, competitive benchmarking, and trend analysis.
• Utilize various tools to collect and analyze customer feedback for actionable insights.
• Create a database to understand customer needs and expectations through data analysis.
• Implement customer satisfaction and recommendation ratings to enrich understanding of customer needs.
• Use Design Thinking to identify customer pain points and plan end-to-end customer journey enhancements.

Job Requirements

• Bachelor's degree or higher, preferably with a major/minor in Business Administration, Marketing, Economics, Financial Management, Psychology, or Statistics.
• At least 10 years of proven experience in relevant roles, including customer experience design and management, product development, and collection of voice of customer.
• Experience in the logistics industry and familiarity with Sprinklr.
• Knowledge of quality management systems such as ISO, Six Sigma, and lean leadership is also highly desirable.
• Strong understanding of digital products and services.
• Preferably with a strong understanding of Design Thinking, Agile Mindset, or Value Stream Management Approach.
• Self-starter with a strong creative and problem-solving mindset.
• Arabic language skills are a bonus.

Leadership Behaviors

• Building Outstanding Teams
• Setting a clear direction
• Simplification
• Collaborate & break silos
• Execution & Accountability
• Growth mindset
• Innovation
• Inclusion
• External focus

Skills

• Customer Centric Mindset
• Leadership Skills
• Strategic Thinking
• Presentation Skills
• Crisis Management
• Problem Solving
• Analytical Thinking
• Team Leadership
• Communication

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advise against sharing personal or bank-related information. We also recommend visiting Security Advice for more information. If you suspect any fraud or malpractice, email us at [e-mail]