Director - Customer Engagement & Contact Centre

WhiteCrow Research Pvt. Ltd.; Dubai; On-site; AED 400,000 - 640,000; Full time

Job summary

WhiteCrow Research Pvt. Ltd. is seeking a Director - Customer Engagement & Contact Centre to lead the strategy for the contact center and all customer engagement channels in a Dubai-based investment group.

You will set service standards, KPIs, and a technology roadmap, while ensuring efficient operations and exceptional customer experiences across channels. You will drive workforce optimization, mentor a high-performing team, and collaborate with senior leadership to implement customer-centric

Qualifications

• Bachelor’s degree required; Master’s in Business Administration or related field highly preferred.
• Experience: 10–15 years in contact center management or customer experience, in senior leadership roles.
• Strong strategic planning skills and deep understanding of contact center operations and technology.
• Analytical mindset with ability to use data to drive decisions and continuous improvement.

Responsibilities

• Develop and implement a comprehensive strategy for the contact center and customer engagement channels.
• Define service standards, KPIs, and roadmaps for technology and process enhancements.
• Oversee day-to-day contact center operations and ensure targets for volume, response times, and satisfaction.
• Optimize workforce and resource allocation for maximum efficiency.
• Champion customer-centric process implementation across the organization.
• Provide customer feedback and data to CX teams to enhance the end-to-end journey.
• Lead evaluation and selection of contact center technologies, including AI and automation.
• Mentor, develop, and lead managers and specialists toward high performance.
• Collaborate with senior leadership and cross-functional partners to address systemic issues.

Skills

Strategic leadership

Operational excellence

Customer experience

Technology & AI

Team leadership

Stakeholder management

Data-driven decisions

Education

Bachelor's degree

MBA preferred

Job description

About WhiteCrow

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

Our client is a leading Dubai-based diversified investment group with a strong portfolio spanning real estate, hospitality, leisure, entertainment and other strategic sectors. The organisation plays an important role in supporting Dubai’s growth and development, with a focus on creating innovative, sustainable and future-ready destinations and experiences.

As a Director - Customer Engagement & Contact Centre, you will be responsible for...

• Strategic Leadership: Developing and implementing a comprehensive strategy for the contact center and all customer engagement channels.
• Defining service standards, establishing key performance indicators (KPIs), and creating a roadmap for technology and process enhancements.
• Operational Excellence: Overseeing the day-to-day operations of the contact center and Centers, ensuring all teams are meeting performance targets related to interaction volumes, response times, and customer satisfaction.
• Implementing strategies to optimize workforce and resource allocation for maximum efficiency.
• Customer Experience Implementation: Championing customer-centric process implementation across the organization.
• Feeding the CX team with customer feedback and interaction data to identify pain points and opportunities for improvement, and overseeing and collaborating with the CX team to enhance the end-to-end customer journey.
• Ttechnology & Innovation: Leading the evaluation and selection of contact center technologies, including investing in modern platforms, artificial intelligence (AI), and automation tools to enhance both the customer and agent experience.
• Team Leadership & Development: Leading, mentoring, and developing a high-performing team of managers and specialists.
• Fostering a culture of continuous learning, accountability, and excellence, ensuring the team is being equipped to handle complex customer interactions.
• Stakeholder Management: Serving as a strategic partner to senior leadership, presenting data-driven insights and business cases for new initiatives.
• Collaborating with other departments to resolve systemic customer issues and align cross-functional goals.

What you already have...

• A Bachelor's degree is required; a Master's degree in Business Administration, Operations Management, or a related field is highly preferred.
• A minimum of 10–15 years of progressive experience in contact center management or customer experience, with a proven track record of success in a senior leadership role.
• Strategic Acumen: Exceptional strategic planning skills and a deep understanding of contact center operations, technology, and industry best practices.
• Analytical Skills: Highly analytical with the ability to use data to inform decisions, measure performance, and drive continuous improvement.