Omnichannel Contact Center Leader: AI-Driven Ops & CX

Private Company, LLP; Kuwait City; On-site; KWD 12,000 - 18,000; Full time

Job summary

Private Company, LLP in Kuwait City is seeking an experienced Call Center Manager to lead omnichannel customer service operations across voice, email, chat, and social channels, driving quality and efficiency.

The role focuses on service levels, coaching, KPI tracking, and cost control, with emphasis on AI-powered enhancements, workforce planning, and cross-department collaboration to improve CSAT and first-contact resolution.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 8 years of experience in contact center operations, including at least 3 years in a managerial role.
• Proven experience managing sizeable teams, including supervisors and team leaders.
• Strong experience in omnichannel customer service operations, including voice and digital channels.
• Solid understanding of workforce management, quality assurance, and contact center KPIs.
• Demonstrated success in improving customer satisfaction, productivity, and operational efficiency.
• Strong analytical, numerical, and problem-solving capabilities.
• Experience with CRM, contact center technology, and performance reporting.
• Familiarity with AI-enabled customer service and automation is preferred.
• Strong leadership, communication, and stakeholder management skills.

Responsibilities

• Oversee daily customer service operations across voice and digital communication channels.
• Establish and monitor service levels, response times, and resolution targets.
• Ensure consistent customer experience and seamless case handling across channels.
• Manage customer complaints, escalations, and complex service issues.
• Develop and improve operational procedures, workflows, and service standards.
• Lead, coach, and develop supervisors, team leaders, and customer service agents.

Skills

Omnichannel operations

Team leadership

Analytics

KPI tracking

CRM platforms

AI/automation familiarity

Education

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

Tools

CRM platforms

Contact center software

Job description

Private Company, LLP in Kuwait City is seeking an experienced Call Center Manager to lead omnichannel customer service operations across voice, email, chat, and social channels, driving quality and efficiency.

The role focuses on service levels, coaching, KPI tracking, and cost control, with emphasis on AI-powered enhancements, workforce planning, and cross-department collaboration to improve CSAT and first-contact resolution.