The Senior Manager of Contact Centre Operations will manage a team of managers to ensure the effective management and functionality of both enterprise and consumer Contact Centre Business Units. He/she will be the key stakeholder in the creation and maintenance of the Customer Care business model supporting the Corporate Business Plan. Director of Contact Centre Operations is also accountable for the delivery of the Contact Centre Operating Model and delivery of the agreed service levels across all customer segments, and the development and delivery of proactive strategies to develop customer relationships to provide “value add” to the engagement and in-life service experience of customers. 

The ideal candidate should have a university degree with 10+ years experience in a telecommunications services industry, specializing in Customer Care, Contact Center Management (5+ years of which in senior management). The person must be a fluent Arabic speaker with experienced in managing a large contact center work force and specifically with experience in managing a Multi National workforce (including GCC & other Arabic speaking nationalities).

The role is based in the heart of the Gulf and the client will pay a competitive tax free package.