Job Description
Job responsibilities:
• Overview and support the unified contact center 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 center implementation plan and services transition.
• Track unified contact center 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 center project.
• Conduct a comprehensive analysis of business requirements, customer needs,and operational goals and address it to the management.
• Ensure contact center 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.
RequirementsQualifications and Skills :
• Bachelor’s degree in technology/project management or any other relevant field.
• Minimum of 15 years’ experience as a Project Manager, managing complex projects in contact center or customer service environments.
• Familiar with contact center 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.
Job Details
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Job Location
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Dubai United Arab Emirates
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Company Industry
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Other Business Support Services
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Company Type
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Unspecified
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Employment Type
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Unspecified
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Monthly Salary Range
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Unspecified
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Number of Vacancies
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Unspecified
