Senior Manager - Contact Centre Operations

Senior Manager Contact Centre Operations

Location – Abu Dhabi

Oversees the performance outcomes and governance of multiple contact centres that cater to multiple Hospitals, Clinics & Pharmacies spread across Abu Dhabi, Al Ain & Northern Emirates regions in the UAE. The role demands a very high level of stakeholder management skills along with an in-depth knowledge of contact centre contracts, client negotiations, process migration requirements and exceptional governance of day-to-day operations with an appetite for continuous process improvement. The incumbent will oversee and manage the overall efficiency and effectiveness of multiple contact centres and should have minimum 3-5 years of exceptional expertise in outsourcing/shared services contract management, multiple stakeholder management, and ability to drive overall P&L while delivering exceptional customer service and business performance.

Key Requirements:

Oversee the negotiation, execution, and management of contact centre contracts.

Ensure compliance with all terms and conditions and work to renew or renegotiate contracts as needed.

Collaborate with legal and procurement teams to ensure contracts align with business goals and regulatory requirements.

Analyse contract performance and ensure all parties meet agreed-upon performance standards.

Lead, manage, and improve day-to-day contact centre operations.

Develop and implement strategic plans to enhance customer service, operational efficiency, and performance metrics.

Ensure adherence to service level agreements (SLAs) and operational KPIs.

Continuously optimize workflows, processes, and technologies to drive productivity and cost efficiency.

Manage relationships with multiple internal and external stakeholders including senior leadership, clients, and vendors.

Coordinate with cross-functional teams (e.g., HR, IT, Legal, Sales) to drive alignment on goals, initiatives, and performance outcomes.

Act as the point of contact for all key stakeholders regarding contact centre-related matters.

Key Responsibilities:

Lead Operations:

Lead and manage daily operations for inbound & outbound contact center teams.

Ensure adherence to SLAs, KPIs, and regulatory standards.

Monitor call centre performance metrics, including AHT, FCR, CSAT, & service levels.

Implement process improvements to enhance operational efficiency and service quality.

Team Leadership & Development:

Recruit, train, and manage a team of contact centre managers, team leaders, and agents.

Develop workforce management strategies to ensure optimal staffing levels.

Conduct performance reviews, coaching, and mentoring programs.

Foster a culture of accountability, collaboration, and continuous improvement.

Stakeholder Management:

Collaborate with healthcare group leadership to align contact center operations with business objectives.

Provide regular reports and insights on performance metrics and initiatives.

Manage vendor relationships for technology and third-party services.

Quality Assurance & Compliance:

Ensure compliance with healthcare industry standards, patient data privacy regulations, and UAE laws.

Implement and monitor quality assurance programs.

Develop and maintain standard operating procedures (SOPs).

Technology & Process Optimization:

Work with IT teams to optimize contact center platforms (e.g., CRM, WFM, IVR).

Leverage analytics and reporting tools to drive data-informed decisions.

Introduce automation tools such as chatbots and self-service options to improve patient experience.

Qualifications & Requirements:

Bachelor’s degree in business administration, Operations Management, or a related field. Master’s degree is a plus.

Proven experience (7-10 years) in managing contact centre operations, with at least 2-3 years in a senior management role.

Expertise in contact centre contract management, negotiation, and vendor relations.

Strong financial acumen with a deep understanding of P&L management and budget oversight.

Exceptional skills in stakeholder management, communication, and negotiation.

Ability to analyse data, generate reports, and make data-driven decisions.

Strong problem-solving abilities and leadership skills.

Experience with contact centre technologies, Genesys, healthcare EMR’s, CRM systems & process optimization.

UAE Driving License Required.