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Senior Director of Contact Centre Excellence
2 weeks ago
Job Summary
The Senior Director of Contact Centre Excellence is responsible for leading and optimizing a multichannel contact centre operation that provides world-class customer service. This role sits within Miral Destinations, servicing internal and external clients across Yas Island and Saadiyat Island.
This position drives operational excellence and service optimization to support business growth while maintaining efficiency. The Senior Director leads a strategic transformation across people, processes, data, and technology.
Main Responsibilities
- Oversee contact centre operations across phone, email, chat, and in-person concierge locations.
- Ensure exceptional customer service through proactive service strategies, measured by CSAT scores, service quality, and sales conversions.
- Lead community management across all social forums, ensuring effective Contact Centre and brand reputation management.
Operational Optimization & Scalability
- Implement strategic process improvements to scale operations efficiently while expanding the client portfolio.
- Develop best-in-class concierge and contact center operations, reducing inefficiencies while enhancing responsiveness.
- Drive continuous improvement initiatives to optimize workflows and customer journey touchpoints.
