SVP - Customer Contact Centers - Aldar

JOB DESCRIPTION: JOB PURPOSE

Lead the transformation of customer service operations as the Head of Call Center and Multichannel Operations. Develop strategies to centralize operations shift towards digitalfirst selfserve interactions and integrate customer insights across channels. Oversee operational excellence technological enhancements and stakeholder alignment to elevate customer experiences and drive innovation in a dynamic and evolving customer service landscape.

ROLES AND RESPONSIBILITIES

Strategic Vision: Develop the operating model strategy for customer contract centers across the segments and subsidiaries in the group. This includes centralizing operations onshore and offshore resourcing in addition to defining a road map to shift from callbased interactions to engaging digital first selfserve touchpoints.

Operational Excellence: Oversee daytoday operations of the call center and multichannel teams ensuring adherence to service level agreements (SLAs) and quality standards. Implement effective workforce management practices to optimize staffing levels scheduling and resource allocation for each channel.

Multichannel Integration: Collaborate with crossfunctional teams to integrate customer data and insights from various channels enabling a holistic view of customer interactions and needs. Drive initiatives to ensure consistent messaging and branding across all communication platforms.

Performance Analysis and Reporting: Monitor key performance indicators (KPIs) and metrics for each communication channel identifying trends areas for improvement and opportunities for optimization. Generate insightful reports and presentations for senior management to communicate performance challenges and proposed solutions.

Technology and Tools: Evaluate and recommend customer service technologies tools and software platforms that enhance agent efficiency and customer experience. Stay updated on emerging communication channels and technologies exploring opportunities to expand the companys multichannel capabilities.

Stakeholder Alignment: Work collaboratively with various departments including Sales IT operations and marketing to ensure cohesive strategies that enhance customer engagement while meeting business objectives.

Change Leadership: Lead crossfunctional teams through organizational changes fostering a culture of innovation and inspiring teams to embrace the shift towards frictionless customer engagement.

Training and Development: Develop training programs to equip call center staff with the skills needed for the transformed selfserve model ensuring a smooth transition and maintaining service excellence.

DataDriven Insights: Utilize data analytics and customer insights to inform strategies track progress and continually enhance the customer experience.

Budget Oversight: Manage budgets allocated to call center consolidation onshore/offshore operations and relevant digital transformation initiatives.

QUALIFICATION AND EXPERIENCE

RELATED YEAR OF EXPERIENCE:

Min of 12 years of experience in call center management with a successful track record of overseeing onshore and offshore operations.

• Strong background in digital strategy and customer experience enhancement ideally in collaboration with digital teams.

• Expertise in process optimization automation AI and other digital tools to enhance customer engagement.

• Exceptional communication skills and the ability to collaborate effectively with crossfunctional teams and stakeholders.

• Change management expertise with a history of successfully leading teams through organizational shifts.

• Analytical mindset with the ability to derive insights from data to inform decisions.

• Passion for creating exceptional customer experiences and an interest in keeping abreast of industry trends.

YOE IN MANAGERIAL POSITION : Min of 4 years experience in managerial position.

FIELD OF EXPERIENCE : Experience in Real estate and Financial Services

TECHNICAL AND INTERPERSONAL SKILLS

• Genesys / Avaya Call Centre Platforms.
• Strong communication skillset.
• Indepth knowledge of contact center technologies including automatic call distribution (ACD) systems interactive voice response (IVR) systems and computer telephony integration (CTI) solutions.
• Understanding of multichannel communication tools such as chat email social media and SMS platforms.
• Proficiency in setting up and analyzing performance metrics such as average handling time (AHT) firstcall resolution (FCR) customer satisfaction (CSAT) and Net Promoter Score (NPS).
• CRM tools such as Salesforce

QUALIFICATION

Bachelors degree in Business Management or a related field/ MBA preferred.