Senior Director Contact Centre

Job Overview

The Senior Director of Contact Centre is responsible for leading and optimizing a multi-channel contact center concierge operation that provides world-class customer service for Yas Island and Saadiyat Island. This role sits within Miral Destinations, servicing both internal clientssuch as Miral's theme parksand external clients across Yas Island and Saadiyat Island, including Ethara, Louvre Abu Dhabi, Visit Abu Dhabi, Zayed National Museum, Team Labs, and Qasr Al Watan.

This position is pivotal in driving operational excellence and service optimization to support business growth while maintaining efficiency. The Senior Director leads a strategic transformation across people, processes, data, and technology, including contact center platform migration and integrations with key systems to support a 360-degree customer view.

The role requires cross-functional collaboration across multiple stakeholders to ensure service standards are always met, across external clients, marketing, sales, data and analytics, legal, procurement, technology, and Miral Experiences operations, ensuring seamless customer interactions, high-quality service delivery, and revenue optimization.

Job Role

Omni-Channel Contact Centre & Concierge Operations

• Oversee contact centre operations across phone, email, chat, and in-person concierge locations.
• Ensure exceptional customer service through proactive service strategies, measured by CSAT scores, service quality, and sales conversions.
• Lead community management across all social forums, ensuring effective Contact Centre and brand reputation management.

Operational Optimization & Scalability

• Implement strategic process improvements to scale operations efficiently while expanding the client portfolio.
• Develop best-in-class concierge and contact center operations, reducing inefficiencies while enhancing responsiveness.
• Drive continuous improvement initiatives to optimize workflows and customer journey touchpoints.

Digital Transformation & Technology Integration

• Ensure data-driven decision-making by leveraging customer insights, analytics, and reporting tools.
• Lead any required new contact centre platform enhancements, ensuring seamless integrations with core systems to create a unified customer profile.
• Work with technology teams to enhance system capabilities, improve data capture, and automate service processes.

Cross-Departmental & Stakeholder Coordination

• Act as a key liaison between internal teams, including marketing, sales, procurement, legal, data analytics, and technology, ensuring alignment on business objectives.
• Manage relationships with external clients and tourism partners across Yas Island and Saadiyat Island, ensuring their service needs are met.
• Collaborate with Guest Experience teams, including Digital Solutions, Digital Guest Experience Transformation, Visitor Experience, and Voice of the Customer, to align Contact Centre strategies.

Business Intelligence & Performance Reporting

• Deliver detailed reports on customer interactions, revenue performance, and concierge operational efficiency and insights.
• Develop data-driven improvements to enhance Contact Centre service efficiency, and performance.

Talent Development & Leadership

• Champion internal talent development, ensuring junior resources are prepared for management positions through structured growth programs.
• Foster a culture of continuous learning, prioritizing internal promotions and upskilling team members.
• Lead and mentor a high-performing team, instilling customer-centric values and an innovation-driven mindset.

Essential

• Bachelor's degree in Business, or a related field (MBA preferred).
• 10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
• Proven track record of leading contact centres.
• Expertise in omni-channel service delivery (phone, chat, email, social media, and in-person concierge services).
• Strong experience in data analytics, performance reporting, and customer insights-driven strategies and enhancements.
• Exceptional leadership, stakeholder management, and cross-functional collaboration skills.
• Fluent in English.

Desirable

• COPC certification.
• Leadership certification.
• CX certification.
• Business Improvement Certification(s), i.e. Lean, Design Thinking, Kaizen, Six Sigma
• Project Management certification.
• Data and Analytics certification.
• Experience in organizational health/Great Place to Work programs
• Arabic fluency.
• Coaching and mentorship skills.