Project Manager Bilingual-English Arabic-Contact Centre

Ultimate HR Solutions; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A recruitment agency seeks a Project Manager (Bilingual English & Arabic) in Dubai. The ideal candidate will have at least 15 years of experience managing complex projects in contact centre environments. Responsibilities include overseeing the unified contact centre project, managing stakeholder relationships, and ensuring best-in-class customer service. Candidates should have a Bachelor’s degree and strong analytical skills. This is a full-time on-site role with multiple benefits, including medical insurance and vacation tickets.

Benefits

Visa or Work Permit

Medical insurance yearly

Vacation ticket

End of service benefit (gratuity)

Qualifications

• Minimum of 15 years experience managing complex projects in contact centre or customer service environments.
• Project Management Professional (PMP) certification or similar is a plus.
• Fluency in Arabic and English is required.
• Project Management Professional (PMP) certification is a plus.
• Proficient in both Arabic and English.

Responsibilities

• Support the unified contact centre project to achieve quantitative and qualitative objectives.
• Manage relationship with project stakeholders and provide reviews and updates.
• Monitor implementation plan and transition services for the contact centre.
• Ensure quality standards in customer service.
• Maintain comprehensive project documentation.

Skills

Project management

Communication skills

Analytical skills

Customer service best practices

Data-driven decision-making

Education

Bachelor’s degree in technology or project management

Tools

Genesys

Cisco

Sprinklr

Project management tools

Job description

Job Title

Project Manager (Bilingual English & Arabic)

Role Type

Outsourced Full Time OnSite Long Term

Client Profile

Government Entity

Location

Dubai, UAE

Benefits

Visa or Work Permit (if own visa), medical insurance yearly, vacation ticket and end of service benefit (gratuity) for self only.

Job Responsibilities

• Overview and support the unified contact centre project to achieve quantitative and qualitative objectives.
• Support in managing the relationship with project stakeholders (Internal & External) and provide reviews, updates, communications and escalations.
• Review best practices and benchmarks to always ensure efficiency and productivity in the setup and operation across the project phases.
• Monitor the unified contact centre implementation plan and services transition.
• Track unified contact centre productivity and compare it to benchmarks and Dubai government standards.
• Provide feedback through effective development plans and offer improvement opportunities.
• Assist in preparation of the annual budget planning for the unified contact centre project.
• Conduct a comprehensive analysis of business requirements, customer needs and operational goals and address it to the management.
• Ensure the contact centre provides best‑in‑class customer service by closely monitoring quality and service standards.
• Regularly communicate project progress milestones and potential roadblocks to stakeholders to ensure alignment and transparency.
• Offer suggestions and solutions for improvement.
• Maintain comprehensive project documentation including project plans, status reports and meeting minutes.

Qualifications and Skills

• Bachelor’s degree in technology, project management or any other relevant field.
• Minimum of 15 years experience as a Project Manager managing complex projects in contact centre or customer service environments.
• Familiar with contact centre technical platforms such as Genesys, Cisco, Sprinklr, etc.
• Familiar with project management tools and software.
• Excellent communication skills with the ability to build strong relationships with teams and stakeholders.
• Solid understanding of customer service best practices and industry standards.
• Strong analytical and problem‑solving capabilities with the ability to make data‑driven decisions.
• Project Management Professional (PMP) certification / COPC is a plus and/or any similar project/program management certification.
• Languages: Arabic & English.
• Required Experience: IC.