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

1. Cost Management and optimization: Develop and execute strategies to optimize operational costs within the contact center, including staffing, technology, and other resources.
2. Monitor and analyze key performance metrics to identify cost-saving opportunities and areas for improvement.
3. Foster a culture of continuous improvement and employee engagement.
4. Collaborate with IT and customer experience teams to enhance digital self-service options.
5. 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.