Director, Customer Support & Training Excellence

ADNOC Distribution; Abu Dhabi; In loco; AED 550.000 - 750.000; Tempo pieno

Descrizione del lavoro

ADNOC Distribution seeks a Manager of Customer Support & Training to lead strategy, operations, and people initiatives across service channels. You will drive governance for contact center performance, QA, and enterprise learning to deliver measurable improvements in satisfaction and efficiency.

You will own cross-functional transformation projects, manage a ~37 FTE organization, and partner with Compliance to meet regulatory standards, while building a culture of empathy and continuous

Competenze

• Bachelor's degree required in business administration or related discipline.
• 12+ years of progressive experience in customer support, quality, training, and contact centres.
• 3+ years in people leadership overseeing frontline teams and supervisors.
• Hands-on with CRM/ticketing, WFM/WFO, telephony, analytics, and CX/VOC.
• Vendor management and contract governance experience; UAE market familiarity is advantageous.

Mansioni

• Lead strategy for customer support and training across service channels.
• Set and monitor KPIs (CSAT, NPS, FCR, AHT, service levels) with data-driven actions.
• Own QA framework, calibration, and continuous improvement programs.
• Oversee knowledge management, playbooks, and customer empathy training.
• Manage budgets, vendors, and cost stewardship; ensure compliance and safety.

Conoscenze

People leadership

QA frameworks

Vendor management

Lean Six Sigma

CRM platforms

WFM/WFO

Telephony systems

Data analytics

Contract governance

Stakeholder mgmt

Knowledge management

UAE market knowledge

Formazione

Bachelor's degree in business administration or related discipline

Strumenti

CRM / ticketing systems

Analytics platforms

Descrizione del lavoro

ADNOC Distribution seeks a Manager of Customer Support & Training to lead strategy, operations, and people initiatives across service channels. You will drive governance for contact center performance, QA, and enterprise learning to deliver measurable improvements in satisfaction and efficiency.

You will own cross-functional transformation projects, manage a ~37 FTE organization, and partner with Compliance to meet regulatory standards, while building a culture of empathy and continuous