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Director of Customer Experience

2 months ago

Dubai, Dubai, United Arab Emirates Sundus Full time
Job Title: Head of Call Center

Sundus is seeking a highly skilled and experienced professional to lead our Call Center operations. As the Head of Call Center, you will be responsible for developing and executing strategies to optimize operational costs, improving key performance metrics, and fostering a culture of continuous improvement and employee engagement.

Key Responsibilities:
  • Cost Management and Optimization: Develop and execute strategies to optimize operational costs within the contact center, including staffing, technology, and other resources.
  • Performance Metrics Analysis: Monitor and analyze key performance metrics to identify cost-saving opportunities and areas for improvement.
  • Culture Development: Foster a culture of continuous improvement and employee engagement, ensuring a positive and productive work environment.
  • Collaboration and Innovation: Collaborate with IT and customer experience teams to enhance digital self-service options, driving innovation and excellence in customer service.
  • Team Leadership: Manage the effective achievement of the team's objectives through setting individual objectives, managing performance, developing the team, and providing formal and informal feedback to maximize overall performance, engagement, and motivation.

About Sundus: Sundus is a leading organization in the banking industry, committed to delivering exceptional customer experiences. As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals, driving innovation and excellence in customer service.