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Lead - Contact Center and CRM - Community Management

2 months ago

Dubai, Dubai, United Arab Emirates Dubai Holding Full time
About Dubai Holding Community Management

Dubai Holding Community Management (DHCM) is a leading provider of premium community management services, operating under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a prominent player in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we strive to create sustainable and vibrant communities that foster a sense of belonging among residents. Our team of experts provides a range of services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively.

About the Role

The Lead Contact Center and CRM is responsible for overseeing the management and optimization of the organization's contact centre and customer relationship management (CRM) systems, specifically Genesys and Salesforce. This role involves ensuring seamless integration between the two platforms, driving operational efficiency, enhancing customer experience, and supporting business goals.

Key Responsibilities
  • Platform Management: Oversee the daily operations and performance of the Genesys contact centre platform and Salesforce CRM, ensuring optimal configuration and integration to support customer interactions, data management, and reporting.
  • Customer Experience Enhancement: Analyze customer journey data to identify opportunities for improving service delivery through the contact centre and CRM systems, and implement and refine workflows, scripts, and automation to enhance customer experience and agent productivity.
  • Data Management and Reporting: Ensure data integrity and security within Genesys and Salesforce, adhering to compliance standards, and develop and maintain dashboards, reports, and analytics to monitor contact centre performance, customer engagement, and business outcomes.
  • Training and Support: Develop and deliver training programs for contact centre agents and CRM users to ensure effective utilization of Genesys and Salesforce, and provide ongoing support to users, addressing system-related queries, and facilitating knowledge sharing across teams.
  • Project Management: Lead contact centre and CRM projects, including system upgrades, new feature implementations, and cross-functional initiatives, and coordinate with internal stakeholders and external vendors to ensure projects are delivered on time, within scope, and budget.
About You

The ideal candidate for this position will have a Bachelor's degree in information technology, Business Administration, or a related field, and a minimum of 5-7 years of experience managing contact centre and CRM platforms, with specific expertise in Genesys and Salesforce.

The successful candidate will have a proven track record of leading system integrations, customizations, and optimizations for contact centre and CRM technologies, and will possess strong analytical, problem-solving, and decision-making skills, as well as excellent communication and interpersonal skills.

About the Benefits

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues, offering a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment.