Senior Manager, Complaint Management & Performance

edara; Dubai; On-site; AED 300,000 - 600,000; Full time

Job summary

du seeks a senior professional to own and deliver daily to quarterly performance dashboards for complaint handling, tracking KPIs such as resolution TAT, FCR, CSAT, SLA compliance and backlog aging to support decision-making.

You will prepare performance reports by collecting, analyzing and summarizing data and trends, conduct variance analysis against targets, develop corrective actions, and present findings to senior stakeholders.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• Certifications in customer experience, quality management, or project management are an advantage.
• Experience managing offshore/outsourced operations is essential.

Responsibilities

• Own and deliver daily, weekly, monthly, and quarterly performance dashboards.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends; conduct variance analysis and present findings to senior stakeholders.
• Ensure demand forecasts are met and capacity plans support interval-level staffing for call centers.
• Drive queue-level quality performance through calibration sessions and QA score improvements across all queues.
• Manage end-to-end escalation process for complaints and coordinate cross-functional teams to resolve root causes.
• Ensure regulatory compliance with TRA/TDRA standards and support audits.
• Coordinate with IT and offshore partners to ensure CRM stability and deployment readiness.

Skills

English fluency

Arabic proficiency

CRM platforms

Data analytics

BI tools

Stakeholder management

Root cause analysis

QA processes

Education

Bachelor’s degree in Business Administration

Certifications in CX/Quality/PM (advantage)

Tools

Salesforce

Oracle CRM

Workforce management tools

Excel

Job description

du seeks a senior professional to own and deliver daily to quarterly performance dashboards for complaint handling, tracking KPIs such as resolution TAT, FCR, CSAT, SLA compliance and backlog aging to support decision-making.

You will prepare performance reports by collecting, analyzing and summarizing data and trends, conduct variance analysis against targets, develop corrective actions, and present findings to senior stakeholders.