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Vacancy
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Job Description
Roles & Responsibilities
Redesign call center operating model
Define SLAs, KPIs, dashboards, and governance framework
Workforce planning and capacity modeling
Quality assurance and escalation frameworks
Customer journey optimization and cost control
8–12 years in contact center operations leadership
Desired Candidate Profile
- Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred.
- Minimum of 7 years of experience in call center operations, with at least 3 years in a leadership or transformation role.
- Demonstrated experience in implementing and managing call center technologies, such as CRM and workforce management systems.
- Proven ability to analyze complex data sets, identify trends, and develop data-driven recommendations.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Customer Experience Transformation Manager
- Call Center Management
- Customer Support Transformation Manager
- CRM Systems
- Call Center Optimization Specialist
- Contact Center Improvement Lead
- Workforce Management WFM
- Budget Management
Dicetek LLC
Dicetek is a global IT Solutions and Services Company established in 2006 with its corporate headquarters in Singapore. We continue to expand our global network while providing value-added cost-effective consulting services to our clients. DICETEK has operational offices in India, UAE, Singapore & USA. As a world-class company with a regional focus, we primarily concentrate on providing Information Technology Solutions and Professional Consulting Services, across different verticals like Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate & Manufacturing. We have a solid reputation in the technology industry for providing excellent services to our clients. Our values are represented by our integrity, thought leadership, and commitment to maintaining a high-level of excellence in the constantly evolving world of Information Technology.
Read MoreRizwana Ashfaq Ashfaq - Manager- Talent Acquisition
Office No. 307 - 3rd Floor, New Century Tower, Port Saeed Road,Opp. Deira City Centre, Dubai - United Arab Emirates., Dubai, United Arab Emirates (UAE)