Head of Call Center

Position Title: Head of Call Center

JPC: 3188

Location: Abu Dhabi

Language: Excellent in English, Arabic (Exclusive for UAE National)

Background Industry: Banking Industry

Job Description

• Cost Management and optimization: Develop and execute strategies to optimize operational costs within the contact center, including Staffing, technology, and other resources.
• Monitor and analyze key performance metrics to identify costsaving opportunities and areas for improvement.
• Foster a culture of continuous improvement and employee engagement.
• Collaborate with IT and customer experience teams to enhance digital self-service options.
• Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team, and providing formal and informal feedback to maximize overall performance, engagement, and motivation