Project Manager Bilingual-English Arabic-Contact Centre

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

Job summary

A leading HR consulting firm in Dubai is seeking a bilingual Project Manager with extensive experience in managing contact centre projects. This role requires solid analytical and problem-solving skills, as well as a strong understanding of customer service best practices. The ideal candidate will have over 15 years of experience and will be responsible for ensuring project objectives are met while monitoring service quality. Competitive benefits and a full-time, onsite commitment are offered.

Benefits

Visa or Work permit

Medical insurance

Yearly vacation ticket

End of service benefit

Qualifications

• Minimum of 15 years experience as a Project Manager in contact centre environments.
• Familiar with contact centre technical platforms and project management tools.
• Project Management Professional (PMP) certification is a plus.

Responsibilities

• Support the unified contact centre project for objectives.
• Manage relationships with project stakeholders.
• Monitor implementation plans and evaluate service transitions.
• Ensure best in class customer service through quality monitoring.
• Maintain comprehensive project documentation.

Skills

Communication Skills

Analytical Skills

Problem-Solving

Relationship Building

Education

Bachelor's degree in technology/project management

Tools

Genesys

Cisco

Sprinklr

Project Management Tools

Job description

RoleProject Manager (BilingualEnglish & Arabic)

Role TypeOutsourced Full Time OnSite Long Term

Client ProfileGovernment Entity

LocationDubai 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) Reviews and Updates/Communications and Escalations.

Review the 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 contact centre provides best in class customer service in dealing and interacting with customers through the close monitoring of the quality and service standards.

Regularly communicate project progress milestones and potential roadblocks to stakeholders to ensure alignment and transparency.

Offer suggestion & solutions for improvement.

Maintain comprehensive project documentation including project plans status reports and meeting minutes.

Qualifications and Skills:

Bachelors degree in technology/project management or any other relevant field. Confidential Document

Minimum of 15 years experience as a Project Manager managing complex projects in contact centre or customer service environments.

Familiar with contact centre technical platform 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 problemsolving capabilities with the ability to make datadriven decisions.

Project Management Professional (PMP) certification / COPC is a plus and/or any similar project/program management certification.

Languages: Arabic & English.

Requirements

RoleProject Manager (BilingualEnglish & Arabic)

Role TypeOutsourced Full Time OnSite Long Term

Client ProfileGovernment Entity

LocationDubai 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) Reviews and Updates/Communications and Escalations.

Review the 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 contact centre provides best in class customer service in dealing and interacting with customers through the close monitoring of the quality and service standards.

Regularly communicate project progress milestones and potential roadblocks to stakeholders to ensure alignment and transparency.

Offer suggestion & solutions for improvement.

Maintain comprehensive project documentation including project plans status reports and meeting minutes.

Qualifications and Skills:

Bachelors degree in technology/project management or any other relevant field. Confidential Document

Minimum of 15 years experience as a Project Manager managing complex projects in contact centre or customer service environments.

Familiar with contact centre technical platform 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 problemsolving capabilities with the ability to make datadriven decisions.

Project Management Professional (PMP) certification / COPC is a plus and/or any similar project/program management certification.

Languages: Arabic & English.

Required Experience:

IC