Svp - Customer Contact Centers - Aldar

7 months ago

Abu Dhabi, United Arab Emirates Talent Pal Full time

**JOB DESCRIPTION: JOB PURPOSE**

Lead the transformation of customer service operations as the Head of Call Center and Multichannel Operations. Develop strategies to centralize operations, shift towards digital-first self-serve interactions, and integrate customer insights across channels. Oversee operational excellence, technological enhancements, and stakeholder alignment to elevate customer experiences and drive innovation in a dynamic and evolving customer service landscape.

**ROLES AND RESPONSIBILITIES**

Strategic Vision: Develop the operating model strategy for customer contract centers across the segments and subsidiaries in the group. This includes centralizing operations, onshore and offshore resourcing, in addition to defining a road map to shift from call-based interactions to engaging digital first self-serve touchpoints.

Operational Excellence: Oversee day-to-day operations of the call center and multichannel teams, ensuring adherence to service level agreements (SLAs) and quality standards. Implement effective workforce management practices to optimize staffing levels, scheduling, and resource allocation for each channel.

Multichannel Integration: Collaborate with cross-functional teams to integrate customer data and insights from various channels, enabling a holistic view of customer interactions and needs. Drive initiatives to ensure consistent messaging and branding across all communication platforms.

Performance Analysis and Reporting: Monitor key performance indicators (KPIs) and metrics for each communication channel, identifying trends, areas for improvement, and opportunities for optimization. Generate insightful reports and presentations for senior management to communicate performance, challenges, and proposed solutions.

Technology and Tools: Evaluate and recommend customer service technologies, tools, and software platforms that enhance agent efficiency and customer experience. Stay updated on emerging communication channels and technologies, exploring opportunities to expand the company's multichannel capabilities.

Stakeholder Alignment: Work collaboratively with various departments, including Sales, IT, operations, and marketing, to ensure cohesive strategies that enhance customer engagement while meeting business objectives.

Change Leadership: Lead cross-functional teams through organizational changes, fostering a culture of innovation, and inspiring teams to embrace the shift towards frictionless customer engagement.

Training and Development: Develop training programs to equip call center staff with the skills needed for the transformed self-serve model, ensuring a smooth transition and maintaining service excellence.

Data-Driven Insights: Utilize data analytics and customer insights to inform strategies, track progress, and continually enhance the customer experience.

Budget Oversight: Manage budgets allocated to call center consolidation, onshore/offshore operations, and relevant digital transformation initiatives.

**QUALIFICATION AND EXPERIENCE**

**RELATED YEAR OF EXPERIENCE**:

- Min of 12+ years of experience in call center management, with a successful track record of - overseeing onshore and offshore operations.
- Strong background in digital strategy and customer experience enhancement, ideally in collaboration with digital teams.
- Expertise in process optimization, automation, AI, and other digital tools to enhance customer engagement.
- Exceptional communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders.
- Change management expertise with a history of successfully leading teams through organizational shifts.
- Analytical mindset with the ability to derive insights from data to inform decisions.
- Passion for creating exceptional customer experiences and an interest in keeping abreast of industry trends.

**YOE IN MANAGERIAL POSITION **:Min of 4+ years experience in managerial position.

**FIELD OF EXPERIENCE**: Experience in Real estate and Financial Services

**TECHNICAL AND INTERPERSONAL SKILLS**
- Genesys / Avaya Call Centre Platforms.
- Strong communication skillset.
- In-depth knowledge of contact center technologies, including automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and computer telephony integration (CTI) solutions.
- Proficiency in setting up and analyzing performance metrics such as average handling time (AHT), first-call resolution (FCR), customer satisfaction (CSAT), and Net Promoter Score (NPS).
- CRM tools such as Salesforce

**QUALIFICATION**

Bachelor's degree in Business, Management, or a related field/ MBA preferred.

This job has been sourced from an external job board.

  • Svp - Customer Contact Centers

    7 months ago

    Abu Dhabi, United Arab Emirates Aldar Full time

    **JOB DESCRIPTION: JOB PURPOSE** Lead the transformation of customer service operations as the Head of Call Center and Multichannel Operations. Develop strategies to centralize operations, shift towards digital-first self-serve interactions, and integrate customer insights across channels. Oversee operational excellence, technological enhancements, and...

  • Receptionist - Aldar Education

    2 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking a Receptionist to support our growing family of owned and operated schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide inclusive and innovative...

  • Registrar - Aldar Education

    1 month ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education. We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi. Starting with one school and 250...

  • Admissions Officer

    1 month ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery through to adult education. We offer the broadest choice of curricula. In the largest number of locations in Abu Dhabi. Starting with one school and 250...

  • Document Controller

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking a Document Controller to support the Finance department in Aldar Education HQ. This is an exciting opportunity to join the highly successful Aldar Education family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide inclusive and...

  • Human Resources Officer

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education are currently seeking a Human Resources Officer to support our growing family of owned and operated schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide inclusive and...

  • Manager - Operational Risk & Security - Aldar

    2 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking a Manager - Operational Risk & Security to support our growing family of owned, operated and managed schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. Aldar Education is the leading education group...

  • Assistant Manager

    2 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking an Assistant Manager - Finance to support our growing family of owned, operated and managed schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide...

  • Assistant Manager

    2 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking an Assistant Manager - Tax & Compensation to support our growing family of owned, operated and managed schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. Aldar Education is the leading education...

  • Facilities & Services Officer - Aldar Education

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    As a member of the school operations team, the **Facilities & Services Officer (FSO) **will be fully responsible to effectively manage all Facilities & General Services related activities and ensure the school(s) complies with all Aldar Education directives within daily school operations. The incumbent will continuously strive to exceed internal & external...

  • Manager - Data - Aldar Education

    4 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking a Manager - Data to support our growing family of owned, managed and operated schools in the UAE. This role is based in Aldar Education HQ. This is an exciting opportunity to join the highly successful Aldar Education family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading...

  • Education Coordinator

    3 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking an Education Coordinator to support our growing family of owned, operated and managed schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide...

  • Manager - Assets - Aldar Education

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    This is an exciting opportunity to join the highly successful Aldar Education family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community,...

  • Manager - Rewards - Aldar Education

    3 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking a Manager - Rewards to support our growing family of owned, operated and managed schools in the UAE. This is an exciting opportunity to join the highly successful Aldar family of schools and to help shape the future of Abu Dhabi’s leading school group. As the leading education group in Abu Dhabi, we provide inclusive...

  • Manager - Educational Technology - Aldar Training

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Training Academy is currently seeking a Manager - Educational Technology (ATA) to support our growing family of owned and operated schools in the UAE. This role is based in Aldar Education HQ within the Aldar Training Academy team. This is an exciting opportunity to join the highly successful Aldar Education family of schools and to help shape the...

  • Manager - Admissions - Aldar Education (Temporary)

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking an outstanding **Manager - Admissions (Temporary) **to support Aldar Education with the opening of new projects. As the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities. We offer a range of brands for all learners in our community, from nursery...

  • Manager - Operations - New Aldar Education Charter

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking Manager - Operations for one of our New Charter School in Abu Dhabi, UAE. As a member of the school senior leadership team, directly supporting the Principal, the Operations Manager (OM) will be fully responsible to effectively lead all Operations, Support Service and select Administration-related activities and ensure...

  • Assistant Manager

    4 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking an Assistant Manager - Finance to support our growing family of owned, managed and operated schools in the UAE. This role is based in Aldar Education HQ. This is an exciting opportunity to join the highly successful Aldar Education family of schools and to help shape the future of Abu Dhabi’s leading school group. As...

  • Manager - Learning & Development - Aldar Education

    2 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    Aldar Education is currently seeking a Manager - Learning & Development to join our HQ office in Abu Dhabi. Aldar Education is the leading education group in Abu Dhabi, we provide inclusive and innovative learning that inspires and empowers communities, Aldar Education aims to be your employer of choice. We educate over 34,000 students across our group of...

  • Manager - Primary - Aldar Training Academy

    6 months ago

    Abu Dhabi, United Arab Emirates Aldar Academies Full time

    **Aldar Training Academy **is currently seeking a **Manager - Primary (ATA) **to support our growing family of owned and operated schools in the UAE. This role is based in HQ within the Aldar Training Academy team. The Manager - ATA Primary /EYFS needs to embody the values, vision and ethos of Aldar Education and to assist the ATA team in delivering policy,...