Job Description

Role Overview:

We are looking for a highly experienced and innovation-driven

Contact Center Manager

to lead our customer support operations using cutting-edge technologies, including AI and automation. This role requires a forward-thinking leader who can blend traditional call center management with modern tech solutions to optimize performance, customer satisfaction, and operational efficiency.

Key Responsibilities:

Leadership & Strategy

Oversee day-to-day operations of the contact center across voice, chat, email, and AI-powered platforms. Lead, mentor, and motivate a team of supervisors, agents, and support staff to achieve KPIs and SLAs. Develop and execute contact center strategies aligned with business goals and digital transformation roadmaps.

Technology & AI Integration

Drive the adoption and integration of AI tools (chatbots, voice bots, sentiment analysis, etc.) to enhance customer interaction. Work closely with IT and tech partners to implement, test, and optimize AI systems and CRM enhancements. Ensure seamless collaboration between human agents and AI-based systems for hybrid support delivery.

Performance & Process Improvement

Monitor performance metrics (AHT, CSAT, FCR, NPS, etc.) and identify areas for improvement. Use data analytics to optimize workforce management, agent productivity, and customer experience. Implement continuous improvement programs using Six Sigma/Lean methodologies where applicable.

Customer Experience

Ensure high levels of customer satisfaction across all touchpoints. Establish quality assurance processes and customer feedback loops to drive service excellence. Handle escalations and complex queries with a customer-first mindset.

Requirements:

Bachelor's Degree

in Business, Technology, or related field (Master's is a plus).

5+ years

of experience managing large-scale contact center operations, with at least

2+ years

in a tech-driven or AI-integrated environment. Proven track record in implementing

AI/automation

tools in customer service (chatbots, voice AI, RPA, etc.). Strong experience with

CRM platforms

(e.g., Salesforce, Freshdesk, Zendesk). Data-driven mindset; experience using BI tools (e.g., Power BI, Tableau). Excellent leadership, communication, and problem-solving skills. Multilingual capability is a plus (Arabic, English, etc.). Excellent communication and interpersonal skills.

Preferred Qualifications:

Experience with

AI/ML tools

for customer service (e.g., ChatGPT, Google Dialogflow, Zendesk AI). Certifications in

Contact Center Management, ITIL, or Process Improvement (Lean/Six Sigma)

. Knowledge of

UAE customer service standards

and compliance frameworks.
Job Types: Full-time, Permanent