Role-Project
Manager (Bilingual-English & Arabic)
Role
Type-Outsourced, Full Time, On-Site, Long Term
Client
Profile-Government Entity
Location-Dubai,
UAE
Benefits:
Visa or Work permit (if own visa), medical insurance, yearly vacation, ticket
and end of service benefit (gratuity) for self only.
Job responsibilities:
Overview and support
the unified contact centre project to achieve quantitative and qualitative
objectives.
Support in managing
the relationship with project Stakeholders (Internal & External), Reviews
and Updates/Communications and Escalations.
Review the best
practices and benchmarks to always ensure efficiency and productivity in the
setup and operation across the project phases.
Monitor the unified
contact centre implementation plan and services transition.
Track unified contact
centre productivity and compare it to benchmarks and Dubai government
standards.
Provide feedback
through effective development plans and offer improvement opportunities.
Assist in preparation
of the annual budget planning for the unified contact centre project.
Conduct a
comprehensive analysis of business requirements, customer needs, and
operational goals and address it to the management.
Ensure contact centre
provides best in class customer service in dealing and interacting with
customers through the close monitoring of the quality and service standards.
Regularly communicate
project progress, milestones, and potential roadblocks to stakeholders to
ensure alignment and transparency.
Offer suggestion &
solutions for improvement.
Maintain comprehensive
project documentation, including project plans, status reports, and meeting
minutes.
Qualifications and Skills:
Bachelor’s degree in
technology/project management or any other relevant field. Confidential
Document
Minimum of 15 years’
experience as a Project Manager, managing complex projects in contact centre or
customer service environments.
Familiar with contact
centre technical platform such as Genesys, Cisco, Sprinklr, etc.
Familiar with project
management tools and software.
Excellent
communication skills, with the ability to build strong relationships with teams
and stakeholders.
Solid understanding of
customer service best practices, and industry standards.
Strong analytical and
problem-solving capabilities, with the ability to make data-driven decisions.
Project Management
Professional (PMP) certification / COPC is a plus and/or any similar
project/program management certification.
Languages: Arabic
& English.
Role-Project
Manager (Bilingual-English & Arabic)
Role
Type-Outsourced, Full Time, On-Site, Long Term
Client
Profile-Government Entity
Location-Dubai,
UAE
Benefits:
Visa or Work permit (if own visa), medical insurance, yearly vacation, ticket
and end of service benefit (gratuity) for self only.
Job responsibilities:
Overview and support
the unified contact centre project to achieve quantitative and qualitative
objectives.
Support in managing
the relationship with project Stakeholders (Internal & External), Reviews
and Updates/Communications and Escalations.
Review the best
practices and benchmarks to always ensure efficiency and productivity in the
setup and operation across the project phases.
Monitor the unified
contact centre implementation plan and services transition.
Track unified contact
centre productivity and compare it to benchmarks and Dubai government
standards.
Provide feedback
through effective development plans and offer improvement opportunities.
Assist in preparation
of the annual budget planning for the unified contact centre project.
Conduct a
comprehensive analysis of business requirements, customer needs, and
operational goals and address it to the management.
Ensure contact centre
provides best in class customer service in dealing and interacting with
customers through the close monitoring of the quality and service standards.
Regularly communicate
project progress, milestones, and potential roadblocks to stakeholders to
ensure alignment and transparency.
Offer suggestion &
solutions for improvement.
Maintain comprehensive
project documentation, including project plans, status reports, and meeting
minutes.
Qualifications and Skills:
Bachelor’s degree in
technology/project management or any other relevant field. Confidential
Document
Minimum of 15 years’
experience as a Project Manager, managing complex projects in contact centre or
customer service environments.
Familiar with contact
centre technical platform such as Genesys, Cisco, Sprinklr, etc.
Familiar with project
management tools and software.
Excellent
communication skills, with the ability to build strong relationships with teams
and stakeholders.
Solid understanding of
customer service best practices, and industry standards.
Strong analytical and
problem-solving capabilities, with the ability to make data-driven decisions.
Project Management
Professional (PMP) certification / COPC is a plus and/or any similar
project/program management certification.
Languages: Arabic
& English.
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