Senior Associate - Contact Center Excellence TASC Outsourcing

Employer Active

Posted 2 hrs ago

Experience

5 - 7 Years

Monthly Salary

AED 15,000 - 18,000 ($4,051 - $4,861)

Job Location

Abu Dhabi - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Any Nationality

Gender

Male

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  1. Manage day-to-day contact centre operations ensuring SLA and KPI adherence

  2. Oversee and coach Team Leaders and agents to drive performance and service quality

  3. Monitor and improve lead and case management processes within CRM (Salesforce preferred)

  4. Analyze performance data and generate reports to identify gaps and improvement areas

  5. Ensure smooth functioning of omnichannel operations (calls, emails, chats, IVR)

  6. Drive process improvements to enhance efficiency and customer experience

  7. Handle escalations and ensure timely resolution of customer issues

  8. Collaborate with internal teams to ensure seamless customer journey

  9. Support workforce planning and resource allocation during peak volumes

  10. Maintain data accuracy and reporting integrity within CRM systems

Desired Candidate Profile

  1. 6–10 years of experience in contact center operations / customer experience

  2. Prior experience working with real estate developers (mandatory) – broker profiles will not be considered

  3. Strong exposure to CRM systems (preferably Salesforce) with hands-on experience in lead/case management

  4. Experience in managing and coaching Team Leaders / contact centre teams

  5. Solid understanding of SLA/KPI management (AHT, FCR, CSAT, TAT, etc.)

  6. Exposure to omnichannel/contact centre platforms (IVR, call routing, etc.; experience with Genesys Cloud is an advantage)

  7. Proven ability in process improvement and operational excellence

  8. Strong analytical and problem-solving skills with ability to interpret data and drive actions

  9. Excellent stakeholder management and communication skills

  10. Arabic language skills preferred

Employment Type

    Full Time

Company Industry

  • Recruitment
  • Placement Firm
  • Executive Search

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • CRM Systems
  • Salesforce
  • Genesys
  • Contact Center Operations
  • Operations
  • Case Management
  • Lead Management
  • Customer Excellence
  • Training
  • Coaching Mentoring

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TASC Outsourcing

As TASC Outsourcing, we delivered innovative, effective hiring solutions to businesses of all types and sizes. Today, we’ve grown into one of the region’s leading recruitment, staffing and HR service providers. Working in collaboration with some of the region’s biggest names (and some of its newest). And with a fresh new look to help us stand out in the crowd.

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Manjula Arkeri Arkeri - VP - Recruitments

Nassima Tower – 2403- Sheikh Zayed Rd Sheikh Zayed Rd, Trade Centre First, Dubai, UAE, Dubai, United Arab Emirates (UAE)

https://www.tascoutsourcing.com