Contact Center Operations Excellence Lead

Job Purpose



The Contact Center Operations Excellence Lead 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

Principal Accountabilities



Workforce Management & Capacity Planning

Oversee workforce management, ensuring accurate capacity planning and scheduling to meet contact centre volume demands.

Develop and implement a robust capacity planning process to ensure service levels are consistently met.

Optimize agent scheduling and resource allocation to improve operational efficiency and meet business needs.

Service Design & Backend Operations



Lead the design and optimization of backend processes, workflows, and service request management for seamless customer service delivery.

Ensure efficient workflow execution across all systems used by the contact centre (e.g., IVR, Chatbot, CRM, Genesys).

Collaborate with IT teams to manage system changes and upgrades, ensuring minimal disruption to contact centre operations.

Business Intelligence & MIS

Develop and maintain MIS reporting and dashboards to provide clear insights into operational performance, agent productivity, and service levels.

Utilize data-driven insights to identify bottlenecks, inefficiencies, and opportunities for improvement in the contact centre.

Lead business intelligence initiatives to improve decision-making and operational strategies.

Performance Management

Design and implement performance scorecards to track agent productivity, service quality, and adherence to SLAs.

Drive continuous improvement initiatives by monitoring frontline agent performance and identifying areas for development and coaching.

Ensure transparent and data-driven performance management practices across the contact centre.

Governance & Regulatory Compliance

Ensure compliance with regulatory requirements, including banking CPR guidelines, by maintaining proper governance frameworks and controls.

Oversee all governance activities related to operational excellence, including audits, reporting, and adherence to internal and external policies.

Implement processes to maintain compliance with UAE regulatory standards and ensure smooth governance of contact centre operations.

Project Management

Execute key operational projects, especially those involving system changes or upgrades (e.g., CRM, IVR, Chatbot).

Work cross-functionally with IT, digital, and business units to ensure successful implementation of new systems or processes without disrupting service delivery.

Requirements

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.