Senior Communications & Contact Center Quality Lead

Dubai Municipality; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

Dubai Municipality is seeking a seasoned Contact Center Supervisor to monitor service quality standards and ensure outstanding customer experiences. You will prepare performance reports, analyze service quality indicators, and guide agents to meet operational goals.

You will also resolve complaints, coordinate with departments for timely responses, and identify continuous improvement opportunities. A Bachelor's degree and 6+ years of relevant experience are required.

Qualifications

• Bachelor's Degree in Administrative Sciences with majors in Media Studies, Marketing or Public Relations.
• Experience: 6+ years in a related role.

Responsibilities

• Monitor the implementation of service quality standards within the Contact Center to ensure the delivery of excellent services and achieve customer satisfaction.
• Prepare and analyze performance reports and service quality indicators, and recommend opportunities for improvement.
• Supervise the performance of Contact Center employees and provide guidance and support to ensure the achievement of operational objectives.
• Monitor and resolve customer complaints, ensuring their closure in accordance with approved procedures and policies.
• Coordinate with relevant departments to ensure timely responses to reports, inquiries, and customer requests.
• Prepare and analyze performance reports and service quality metrics, and identify areas for continuous improvement.

Education

Bachelor's Degree in Administrative Sciences - Media Studies - Marketing - Public Relations

Job description

Dubai Municipality is seeking a seasoned Contact Center Supervisor to monitor service quality standards and ensure outstanding customer experiences. You will prepare performance reports, analyze service quality indicators, and guide agents to meet operational goals.

You will also resolve complaints, coordinate with departments for timely responses, and identify continuous improvement opportunities. A Bachelor's degree and 6+ years of relevant experience are required.