Contact Center Manager - Six Sigma Certified

Job Title: Contact Center Manager - Six Sigma Certified

Location: Ras Al Khaimah, UAE

Duration: 12+ Months

Skills and Experiences:

Operational Excellence & Lean Six Sigma

• Proven expertise in Lean, Kaizen, and process improvement in contact center environments.
• Experience in service quality monitoring and workforce productivity enhancement.
• Hands-on experience in root cause analysis, cost-benefit analysis, and automation adoption.
• Experience in deploying real-time performance dashboards for operational visibility.

Technology & Analytics

• Proficiency in call center systems (Genesis, etc.), CRM systems (Salesforce, etc.), and analytics platforms.
• Experience with AI-driven chatbots, IVR systems, and automation tools.
• Strong analytical skills with experience in reporting KPIs and performance trends.

Customer Service & Call Center Operations

• Deep understanding of call center SLAs, KPIs, and compliance requirements.
• Experience in managing omnichannel customer interactions.

Miscellaneous

• Strong experience in source systems such as SAP ERP and Salesforce CRM.
• Adept in agile methodologies and well-versed in applying them to analytics projects.
• End-to-end experience in applying analytics to business problems, including problem analysis and exploratory data analysis.
• Experience in Data Science is a plus.
• Experience in launching and leading significant business impact projects.

Years of Experience

• The candidate should have 6 to 10 years in call center/contact center operations, with a focus on operational excellence and process improvement.