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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

About Sundus: Sundus is a leading financial institution dedicated to providing exceptional customer experiences.

Job Summary: We are seeking a highly skilled and experienced Head of Call Center to lead our customer service team and drive operational excellence.

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 of Continuous Improvement: Foster a culture of continuous improvement and employee engagement, ensuring a positive and productive work environment.
  • Digital Self-Service Enhancement: Collaborate with IT and customer experience teams to enhance digital self-service options, improving customer satisfaction and reducing call volumes.
  • Team Performance Management: 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.

Requirements: To be successful in this role, you will need to have a strong background in customer service, operations management, and team leadership. You should be able to analyze complex data, develop strategic plans, and drive results-oriented initiatives.