Contact Center Operations Specialist (Arabic Speaker)

Dicetek LLC


Date: 3 weeks ago
City: Dubai
Contract type: Contractor
  • Contributing to the management of daily operational activities of the unified contact center and coordinating with government entities to ensure prompt responses to customer requests and inquiries.
  • Continuously following up on the implementation of procedures related to preparing, updating, and developing operational processes and operating models.
  • Ensuring the availability of necessary resources and operational systems to deliver efficient and seamless service.
  • Overseeing the relationship between contact center service providers and relevant government entities to ensure adherence to approved performance levels.
  • Supporting the development, updating, and implementation of operational policies, procedure manuals, and authorities in alignment with the requirements of the unified contact center.
  • Monitoring operational performance indicators and individual employee KPIs to ensure efficiency and effectiveness.
  • Coordinating with the Quality Department to ensure the application of service standards and continuous improvement in accordance with Dubai Government service delivery requirements.
  • Preparing periodic operational reports demonstrating performance efficiency and the ability to meet agreed-upon KPIs.
  • Providing recommendations for improving systems and services to relevant stakeholders in management.
  • Supporting communication processes with service providers and following up on the implementation of approved operational initiatives.
  • Performing any additional tasks assigned by the direct supervisor.

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