Director, Customer Experience & Contact Center Strategy

WhiteCrow Research Pvt. Ltd.; Dubai; Sur place; AED 500 000 - 1 200 000; Plein temps

Résumé du poste

WhiteCrow Research Pvt. Ltd. in Dubai seeks a Director to lead the Customer Engagement & Contact Centre, shaping strategy across contact center and customer engagement channels. You will drive KPI-aligned operations and CX programs, reporting to senior leadership and guiding cross-functional teams.

You will oversee technology selection, including AI and automation, to enhance customer and agent experiences while ensuring scalable operations and continuous improvement.

Qualifications

• Bachelor's degree required; MBA/Master’s preferred.
• 10–15 years of progressive contact center management or customer experience experience in senior leadership roles.
• Strategic planning skills with deep understanding of contact center operations, technology, and industry best practices.
• Analytical mindset with ability to use data to inform decisions and drive improvements.

Responsabilités

• Develop and implement a comprehensive strategy for the contact center and all customer engagement channels.
• Define service standards, KPIs, and a roadmap for technology and process enhancements.
• Oversee day-to-day contact center and related centers to meet performance targets on interaction volumes, response times and customer satisfaction.
• Optimize workforce and resources for maximum efficiency.
• Champion customer-centric process implementation across the organization.
• Provide data-driven insights to senior leadership and justify new initiatives.
• Collaborate with other departments to resolve systemic customer issues.

Connaissances

Strategic Leadership

Operational Excellence

Team Leadership

Stakeholder Management

Customer Experience

Data-Driven Decisions

AI & Automation

Formation

Bachelor's Degree

MBA / Master’s

Description du poste

WhiteCrow Research Pvt. Ltd. in Dubai seeks a Director to lead the Customer Engagement & Contact Centre, shaping strategy across contact center and customer engagement channels. You will drive KPI-aligned operations and CX programs, reporting to senior leadership and guiding cross-functional teams.

You will oversee technology selection, including AI and automation, to enhance customer and agent experiences while ensuring scalable operations and continuous improvement.