Operational Excellence Manager - Contact Center

Experts Group International; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent consultancy firm is seeking an Operational Excellence Manager for a 12-month contract based in Ras al-Khaimah. The role requires enhancing call center operations through process optimization and operational improvements. Candidates should have strong analytical skills, a Lean Six Sigma certification, and 6–10 years of experience in the industry. This position focuses on driving efficiency, improving service quality, and optimizing costs. Candidates must be proactive and comfortable working in a fast-paced environment.

Qualifications

• 6–10 years’ experience in call center/contact center operations.
• Strong focus on process improvement and operational excellence.
• Experience with omnichannel service environments.

Responsibilities

• Improve workforce management processes.
• Implement Lean Six Sigma-based initiatives.
• Monitor and improve KPIs related to service quality.
• Identify cost-reduction opportunities.
• Lead Lean transformation initiatives.

Skills

Analytical skills

Problem-solving

Stakeholder engagement

Lean Six Sigma methodologies

Operational excellence

Education

Bachelor's degree in Business, Operations, Data, or related field

Lean Six Sigma Green Belt or Black Belt certification

Tools

CRM systems

Analytics tools

IVR systems

AI-driven support environments

Job description

A prominent consultancy firm is seeking an Operational Excellence Manager for a 12-month contract based in Ras al-Khaimah. The role requires enhancing call center operations through process optimization and operational improvements. Candidates should have strong analytical skills, a Lean Six Sigma certification, and 6–10 years of experience in the industry. This position focuses on driving efficiency, improving service quality, and optimizing costs. Candidates must be proactive and comfortable working in a fast-paced environment.