Operational Excellence Manager

TMC Middle East; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading service provider in Ras Al Khaimah is seeking an Operational Excellence Manager specializing in contact centers. This role involves overseeing workforce management, enhancing customer experience, and driving continuous improvement through Lean Six Sigma principles. The ideal candidate will have a Bachelor's degree and extensive experience in call center operations. Applicants should send their CV to an email listed in the ad.

Qualifications

• 6–10 years of experience in call center/contact center operations.
• Proven excellence in process improvement.
• Strong knowledge of CRM and call center systems.

Responsibilities

• Oversee workforce management including forecasting and staffing.
• Monitor and improve KPIs such as AHT, FCR, CSAT, and NPS.
• Implement strategies to reduce call volumes and improve efficiency.

Skills

Lean Six Sigma principles

Operational efficiency

Customer experience improvement

Data analysis

Leadership

Education

Bachelor’s degree in Operations Management, Business Administration, Data Science, or related field

Lean Six Sigma Black Belt or Green Belt certification

Tools

CRM systems (e.g., Genesys)

Analytics platforms

AI-driven automation

Job description

Overview

Job Opportunity: Operational Excellence Manager (Contact Center Specialized)

Location: Ras al khaimah - UAE – Onsite

Contract: 12 Months (Extendable)

Responsibilities

• Operational Efficiency & Workforce Optimization
  • Oversee workforce management (WFM) including forecasting, staffing, and real-time monitoring.
  • Improve agent productivity and call handling using Lean Six Sigma principles.
  • Standardize customer interaction procedures across calls, chat, email, and social media.
• Customer Experience & Service Quality
  • Monitor and improve KPIs such as AHT, FCR, CSAT, and NPS.
  • Identify process bottlenecks and implement self-service/automation solutions.
  • Drive continuous improvement through real-time feedback and analytics.
• Cost Optimization & Revenue Growth
  • Analyze operational expenses (cost per call, cost per resolution, agent efficiency).
  • Implement strategies to reduce call volumes and improve IVR/chatbot efficiency.
  • Explore upselling and cross-selling enhancements to boost revenue.
• Lean Six Sigma & Continuous Improvement
  • Lead Lean Six Sigma initiatives (Kaizen, structured problem solving).
  • Train and certify employees in Yellow Belt, Green Belt, and Black Belt programs.
  • Conduct workshops and benchmark best practices for continuous improvement.

Qualifications & Skills

• Bachelor’s degree in Operations Management, Business Administration, Data Science, or related field (Master’s a plus).
• Lean Six Sigma Black Belt or Green Belt certification is mandatory.
• 6–10 years of experience in call center/contact center operations with proven excellence in process improvement.
• Strong knowledge of CRM, call center systems (e.g., Genesys), analytics platforms, and AI-driven automation.
• Excellent communication, leadership, and stakeholder management skills

Please share your CV to Abishake Kosman ; [e-mail]