Contact Center Operations Excellence Lead

at  Commercial Bank of Dubai

EDUCATION AND EXPERIENCE

Degree in Business Management / Engineering
10+ years of experience in contact centre operations, workforce management, or operational excellence roles.
Expertise in capacity planning, workforce management, and process optimization.
Strong understanding of contact centre technologies (e.g., IVR, CRM, Chatbots, Genesys) and system integration.
Experience with regulatory compliance, particularly within the banking sector (UAE banking CPR guidelines is a plus).
Proven ability to lead performance management initiatives and develop agent scorecards for tracking KPIs.

JOB PURPOSE:


As a Contact Centre Operational Excellence Lead, you will drive operational efficiency across the contact centre by overseeing workforce management, service designs, backend processes, and governance. This role is crucial for ensuring that all systems, workflows, and service requests are optimized to meet performance standards and regulatory requirements. The incumbent will lead capacity planning, business intelligence, and MIS functions, ensuring that workforce and operational metrics are accurately tracked and performance is optimized. This role also focuses on compliance with regulatory guidelines, ensuring all operational activities align with local banking CPR regulations in the UAE