Dubai Contact Center Transformation Lead — KPI & Governance
DiceTek UAE
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Descripción de la vacante
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.
Formación
- 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.
Responsabilidades
- 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.
Conocimientos
Descripción del empleo
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.
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