Head of Customer Care Centre Jobs in Dubai – UAE at DMCG Global
Title: Head of Customer Care Centre
Company: DMCG Global
Location: Dubai – UAE
Type: Full Time
Category: Customer Service/Help Desk
We are looking for a Head of Contact Centre to lead, transform and unify all contact centre teams of our client company and delivering a great customer contact experience with aim of a fully omnichannel experience.
The ideal candidate needs to have 15-20 years experience leading a transformational contact center. Customer Experience is a must in this role, preferable coming from a blue-chip telecom, airlines, banks or logistics background.
The candidate also needs to be fluent in English and Arabic language, any other languages are a plus
Job location is Dubai, UAE
Some of the key responsibilities are mentioned below:
Set the strategy for the development of the contact centres, staying updated and ahead of new practices and technologies, ensuring to gain and maintain recognition for the quality of customer service.
Define, plan and fore-cast the required in terms of team resources roles, capability, skill-set, location and processes to deliver a fully utilized org structure and state-of-art customer experience
Manage vendors and vendor contracts
Lead the way in being responsible for the recruitment, training, induction and coaching strategy across the contact centres
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting and driving cross BU initiatives to drive improvements, improve efficiency and reduce complaints.
Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance and transform best in class customer experience & interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Get in touch now to learn more about this great opportunity!