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Operational Excellence Manager – Contact Center Specialized
3 weeks ago
We are currently seeking an experienced professional for one of our clients in the business strategy and operations sector. This is a fantastic opportunity to be part of a dynamic team focused on operational excellence, cost optimization, and business transformation.
Position: Operational Excellence Manager – Contact Center Specialized
Location: Ras Al Khaimah, United Arab Emirates
Contract Type: 12-month renewable contract
Key Responsibilities:
1. Drive operational efficiency and cost optimization across contact center operations.
2. Lead Lean Six Sigma initiatives to enhance agent productivity, call handling times, and service quality.
3. Oversee workforce management (WFM), including forecasting, staffing, and real-time monitoring.
4. Monitor key KPIs such as AHT, FCR, CSAT, NPS, and implement strategies to improve customer experience.
5. Standardize multi-channel service delivery (calls, email, chat, social media) and implement automation tools.
6. Identify cost reduction opportunities (cost per call, resolution, agent efficiency) and optimize IVR/call routing.
7. Lead Kaizen workshops, coach teams, and build a culture of continuous improvement.
8. Collaborate with internal stakeholders (Ops, Analytics, Digital, Commercial) and external vendors/BPOs.
Qualifications:
1. Bachelor's degree in Operations Management, Business, Data Science, or related field.
2. Lean Six Sigma Green Belt or Black Belt certification required.
3. Mandatory experience in contact center or call center operations (minimum 6 years).
Skills & Experience:
1. Expertise in Lean, Kaizen, and continuous improvement in contact center environments.
2. Deep understanding of call center KPIs, SLAs, and omnichannel operations.
3. Experience with CRM systems (Salesforce), ERP tools (SAP), and contact center platforms (e.g., Genesis).
4. Strong analytical and reporting skills, with exposure to automation, IVR, chatbots, and AI-based support.
Personality & Soft Skills:
1. Strong communicator with the ability to engage technical and non-technical stakeholders.
2. Comfortable in fast-paced, cross-functional, and data-driven environments.
3. Passionate about innovation, customer-centric thinking, and operational excellence.
Interested?
If you're ready to take on a high-impact role in a mission-driven organization, please send your CV to and let's discuss further.
Join us in shaping the future of customer experience and operational excellence in the UAE
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