Project Manager- Contact Centre COPC Certified

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 needsand 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.

Requirements

Qualifications 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 problemsolving capabilities with the ability to make datadriven decisions.

Project Management Professional (PMP) certification / COPC is a plus and/or any similar project/program management certification.

Languages: Arabic & English.

Main tasks: 1. Follow up on official correspondence and communications received by the Executive Director s Office, which include (letters, e-mails) to ensure that the necessary measures are taken. 2. Preserving correspondence, and official documents within an integrated document preservation system. 3. Follow up on the status of messages received from all sectors and departments of the Authority. 4. Preparing for the evaluation of the Office of the Executive Director. 5. Covering the duties of the Executive Director s secretary during his vacation. 6. Preparing monthly reports related to correspondence to the Executive Director. 7. Managing incoming/ outgoing correspondence from the Office of the Executive Director through the Tarasul system. 8. Follow up co-ordination with the office of the Director General and Chairman of the Board of Directors to ensure that all directives and instructions of the Director General and Chairman of the Board of Directors are implemented. 9. Ensuring that correspondences that do not have a specific end date are not delayed for more than two months. 10. Ensuring that all requirements are provided on time and that their completion is not delayed. 11. Receiving messages (forms, minutes of meetings) that require the approval of the Executive Director and sending them to the concerned authority upon approval. 12. Periodic follow-up and updating of the shared file. 13. Following up on matters related to the Office of the Executive Director and preparing and implementing the tasks assigned to me, including minutes of meetings, PowerPoint presentations