Project Manager Bilingual-English Arabic-Contact Centre

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