Project Manager Bilingual-English Arabic-Contact Centre

Ultimate HR Solutions; Dubai; On-site; AED 120,000 - 240,000; Full time

Job summary

An established industry player is seeking a bilingual Project Manager to lead a significant unified contact centre project. This role involves overseeing project execution, managing stakeholder relationships, and ensuring the delivery of best-in-class customer service. With a focus on efficiency and productivity, the Project Manager will utilize their extensive experience to guide the project through its phases, ensuring alignment with Dubai government standards. If you are passionate about project management and customer service excellence, this is an exciting opportunity to make a meaningful impact in a government entity setting.

Benefits

Visa or Work Permit

Medical Insurance

Yearly Vacation Ticket

End of Service Benefit (Gratuity)

Qualifications

• 15+ years of experience managing complex projects in contact centre environments.
• PMP certification or similar project management certification is a plus.

Responsibilities

• Oversee the unified contact centre project to meet objectives.
• Manage relationships with stakeholders and ensure project alignment.

Skills

Project Management

Customer Service Best Practices

Analytical Skills

Communication Skills

Problem-Solving

Bilingual (Arabic & English)

Education

Bachelor's degree in technology/project management

Tools

Genesys

Cisco

Sprinklr

Project Management Tools

Job description

Role: 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:

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

Qualifications and Skills:

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

Required Experience:
IC