Senior Complaint Management & Quality Analytics Lead

Emirates Integrated Telecommunications Company PJSC (EITC); Dubai; On-site; AED 250,000 - 380,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC (EITC) in Dubai seeks a Senior Operations Manager to lead complaint management performance dashboards, reporting, and cross-functional actions to protect service quality.

You will own KPI tracking (resolution TAT, FCR, CSAT, SLA) and drive improvement through audits, QA, and regulatory compliance with TRA/TDRA. English fluency required; Arabic desirable.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field.
• Minimum 6-8 years in customer operations or complaint management in telecom/tech.
• 3+ years in leadership managing teams of 10+ (direct and indirect).
• Experience managing offshore/outsourced operations is essential.
• Excellent command of English; Arabic language skills are desirable.

Responsibilities

• Own and deliver dashboards and KPI reporting for complaint handling.
• Prepare performance reports, variance analysis, and action plans.
• Coordinate cross-functionally to resolve systemic issues and drive improvements.
• Lead escalation for complaints and ensure regulatory compliance with TRA/TDRA.
• Monitor QA, calibration, and floor activities to improve service quality.

Skills

English proficiency

Stakeholder management

Analytical thinking

Root cause analysis

Education

Bachelor's degree in Business Administration, Management, or related field

Tools

Salesforce

Oracle CRM

BI platforms

Workforce management tools

Microsoft Office

Job description

Emirates Integrated Telecommunications Company PJSC (EITC) in Dubai seeks a Senior Operations Manager to lead complaint management performance dashboards, reporting, and cross-functional actions to protect service quality.

You will own KPI tracking (resolution TAT, FCR, CSAT, SLA) and drive improvement through audits, QA, and regulatory compliance with TRA/TDRA. English fluency required; Arabic desirable.