Head of Customer Engagement Centre

AimGulf; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

AimGulf is seeking a Head of Customer Engagement Centre to lead the end-to-end operations of the Customer Engagement Centre, ensuring top-tier service across all customer channels in the UAE. You will drive an AI-powered transformation, automate journeys, and optimize call routing while upholding data privacy and information security standards.

The role requires strategic oversight of performance metrics, stakeholder collaboration across Digital, Data, Tech and CX teams, and leadership of

Responsibilities

• Lead the end-to-end operations of the Customer Engagement Centre, ensuring high service standards, customer satisfaction, operational efficiency and consistent service delivery across all customer interaction channels.
• Develop and implement the customer engagement strategy, transforming traditional contact centre operations into a digitally enabled, AI-powered model that combines Conversational AI with human support.
• Identify opportunities to automate customer journeys, improve intelligent call routing, reduce repetitive customer contacts and enhance service efficiency through AI and digital technologies.
• Drive the development of an integrated customer service proposition, ensuring seamless customer access, consistent service experiences, effective escalation processes and improved resolution across multiple automotive businesses and brands.
• Establish and monitor key performance indicators, including customer satisfaction, first-contact resolution, service levels, quality assurance, workforce productivity and cost-to-serve, using data and insights to drive continuous improvement.
• Collaborate with Digital, Data, Technology, Customer Experience and business teams to implement customer journey improvements, deliver transformation initiatives and achieve measurable operational and commercial benefits.
• Lead workforce planning, capacity management, performance monitoring and capability development, preparing teams for AI-enabled service delivery and equipping employees to handle complex customer interactions effectively.
• Establish governance and quality standards for customer interactions, ensuring responsible AI adoption, data privacy, information security, appropriate human oversight and effective management of customer complaints and escalations.

Skills

Conversational AI

AI-powered model

Digital technologies

Data privacy

Information security

Job description

Job Title: Head of Customer Engagement Centre

We are seeking a Head of Customer Engagement Centre to lead the end-to-end operations of the Customer Engagement Centre, ensuring high service standards, customer satisfaction, operational efficiency, and consistent service delivery across all customer interaction channels.

Key Responsibilities:

• Lead the end-to-end operations of the Customer Engagement Centre, ensuring high service standards, customer satisfaction, operational efficiency and consistent service delivery across all customer interaction channels.
• Develop and implement the customer engagement strategy, transforming traditional contact centre operations into a digitally enabled, AI-powered model that combines Conversational AI with human support.
• Identify opportunities to automate customer journeys, improve intelligent call routing, reduce repetitive customer contacts and enhance service efficiency through AI and digital technologies.
• Drive the development of an integrated customer service proposition, ensuring seamless customer access, consistent service experiences, effective escalation processes and improved resolution across multiple automotive businesses and brands.
• Establish and monitor key performance indicators, including customer satisfaction, first-contact resolution, service levels, quality assurance, workforce productivity and cost-to-serve, using data and insights to drive continuous improvement.
• Collaborate with Digital, Data, Technology, Customer Experience and business teams to implement customer journey improvements, deliver transformation initiatives and achieve measurable operational and commercial benefits.
• Lead workforce planning, capacity management, performance monitoring and capability development, preparing teams for AI-enabled service delivery and equipping employees to handle complex customer interactions effectively.
• Establish governance and quality standards for customer interactions, ensuring responsible AI adoption, data privacy, information security, appropriate human oversight and effective management of customer complaints and escalations.

Skills Required:

• Conversational AI
• AI-powered model
• Digital technologiesData privacy
• Information security

Employment / Job Type: Contract

Nationality: UAE National (Emiratisation)

About the Company:

Dubai headquartered staffing and outsourcing company serving clients across the UAE, Saudi Arabia, and the wider Gulf. TASC provides contract and temporary staffing, permanent recruitment, managed services, payroll and visa administration, and outsourced retail and field teams across information technology, banking, telecommunications, retail, healthcare, construction, and business support functions.

Company Industry: Automotive

Department / Functional Area: Customer Engagement Centre

Closing Date: Not mentioned (apply as soon as possible)