Senior Director, Customer Experience & Contact Center

WhiteCrow Research Pvt. Ltd.; Dubai; Presencial; AED 400 000 - 640 000; Tempo integral

Resumo da oferta

WhiteCrow Research Pvt. Ltd. is seeking a Director - Customer Engagement & Contact Centre to lead the strategy for the contact center and all customer engagement channels in a Dubai-based investment group.

You will set service standards, KPIs, and a technology roadmap, while ensuring efficient operations and exceptional customer experiences across channels. You will drive workforce optimization, mentor a high-performing team, and collaborate with senior leadership to implement customer-centric

Qualificações

• Bachelor’s degree required; Master’s in Business Administration or related field highly preferred.
• Experience: 10–15 years in contact center management or customer experience, in senior leadership roles.
• Strong strategic planning skills and deep understanding of contact center operations and technology.
• Analytical mindset with ability to use data to drive decisions and continuous improvement.

Responsabilidades

• Develop and implement a comprehensive strategy for the contact center and customer engagement channels.
• Define service standards, KPIs, and roadmaps for technology and process enhancements.
• Oversee day-to-day contact center operations and ensure targets for volume, response times, and satisfaction.
• Optimize workforce and resource allocation for maximum efficiency.
• Champion customer-centric process implementation across the organization.
• Provide customer feedback and data to CX teams to enhance the end-to-end journey.
• Lead evaluation and selection of contact center technologies, including AI and automation.
• Mentor, develop, and lead managers and specialists toward high performance.
• Collaborate with senior leadership and cross-functional partners to address systemic issues.

Conhecimentos

Strategic leadership

Operational excellence

Customer experience

Technology & AI

Team leadership

Stakeholder management

Data-driven decisions

Formação académica

Bachelor's degree

MBA preferred

Descrição da oferta de emprego

WhiteCrow Research Pvt. Ltd. is seeking a Director - Customer Engagement & Contact Centre to lead the strategy for the contact center and all customer engagement channels in a Dubai-based investment group.

You will set service standards, KPIs, and a technology roadmap, while ensuring efficient operations and exceptional customer experiences across channels. You will drive workforce optimization, mentor a high-performing team, and collaborate with senior leadership to implement customer-centric