Job Description

About the Role

We are seeking a highly skilled

Contact Center & CX Performance S

pecialist to lead, optimize, and elevate our customer interaction ecosystem across voice and digital channels.

The ideal candidate combines strong

technical knowledge of call center systems (IVR, routing, reporting)

with a

data-driven approach to performance improvement

and customer satisfaction (CSAT/NPS).

This role is pivotal in ensuring our customers enjoy a seamless experience through every call, message, or interaction.

Key Responsibilities

Operations & Configuration

Configure, optimize, and maintain

call center infrastructure and IVR

(e.g., 3CX, Genesys, Avaya, or similar). Design intelligent call routing flows, queue logic, and auto-response systems. Manage integration between CRM, telephony, and ticketing tools (e.g., Chatwoot, Zoho, Zendesk, or HubSpot). Ensure uptime, monitoring, and service continuity of all contact center channels.

Performance Management

Define and monitor key

Contact Center KPIs

: Average Handling Time (AHT) First Call Resolution (FCR) Abandon Rate Service Level (SL) CSAT & NPS Conduct weekly and monthly performance reviews with the team. Build dashboards to track real-time metrics and generate actionable insights.

Customer Experience & Quality

Lead initiatives to

improve NPS and customer journey efficiency

. Conduct quality assurance checks and call audits. Create feedback loops with agents and management to identify friction points. Implement customer callback systems and escalation procedures.

Training & Optimization

Develop standard operating procedures (SOPs) for call handling and escalation. Train agents on communication, empathy, and technical process adherence. Use analytics to optimize scripts, routing, and staffing models.

Qualifications

Bachelor's degree in Business, IT, or related field. 5+ years of experience in

contact center operations, IVR setup, and CX optimization

. Preferably insurance background. Proven track record of improving NPS, AHT, and overall contact center performance. Hands-on experience with:

Call center software

(e.g., 3CX, Genesys Cloud, Avaya, Five9)

CRM systems

(Zoho, Salesforce, HubSpot, etc.)

Reporting tools

(Power BI, Google Data Studio, or Excel advanced) Strong analytical mindset and communication skills. Experience in the

UAE insurance or financial services

sector is a plus.

KPIs

NPS Improvement (% QoQ) AHT Reduction (%) FCR Rate Agent Occupancy & Productivity CSAT Score Call Abandonment Rate System Uptime and Response Time SLA Compliance
Would you like me to tailor this JD to

eSanad's environment

-- referencing

3CX

,

Chatwoot

, Voiso and your digital ecosystem (e.g., CRM, AI assistants, WhatsApp integration) -- so it reads as an official eSanad job post ready for LinkedIn and hiring platforms?

Job Type: Full-time

Pay: AED1,000.00 - AED6,000.00 per month

Experience:

Call center : 2 years (Required) 3CX, Voxtron, Genisis, Voiso or any other call center : 2 years (Required) configuration, IVR setup, call center dashboard: 2 years (Required) * involvement of establishing call center operations: 2 years (Required)