Contact Center Operations Transformation Lead - Dicetek LLC - Dubai, UAE

Dicetek View all jobs

  • Dubai
  • Permanent
  • Full-time
  • 1 month ago
Contact Center Operations Transformation Lead - Dicetek LLC - Dubai, UAEPosition Overview
Contact Center Operations Transformation Lead in Dubai, UAE will drive operating model redesign, performance optimization and enterprise service governance across contact center environments. This role focuses on improving operational efficiency, workforce planning, customer journey optimization and cost control while establishing structured KPIs, SLAs and governance frameworks for sustainable service excellence.Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: Operations-Plant Management
Salary: 27000-35000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeKey Responsibilities
  • Redesign and optimize contact center operating models to enhance efficiency and scalability
  • Define and implement SLAs, KPIs and performance dashboards aligned with business objectives
  • Establish governance frameworks to ensure accountability, compliance and service consistency
  • Develop workforce planning strategies and capacity modeling to meet demand forecasts
  • Lead quality assurance programs and structured escalation management frameworks
  • Identify opportunities for customer journey optimization and service improvement
  • Implement cost control strategies while maintaining service quality standards
  • Collaborate with CX, analytics and technology teams to align operational improvements with digital initiatives
  • Monitor operational performance and recommend continuous improvement actions
Ideal Profile
  • 8-12 years of experience in contact center operations leadership roles
  • Strong background in operating model transformation and service governance
  • Expertise in SLA and KPI framework design and performance management
  • Experience in workforce planning, forecasting and capacity modeling
  • Knowledge of quality assurance frameworks and escalation management processes
  • Understanding of customer journey optimization and cost efficiency strategies
  • Strong leadership and stakeholder management skills
  • Excellent analytical and decision-making abilities
Skills Set
  • Contact Center Operations
  • Operating Model Redesign
  • SLA and KPI Governance
  • Workforce Planning
  • Capacity Modeling
  • Quality Assurance
  • Escalation Management
  • Performance Optimization
Why Join Us
  • Lead large-scale contact center transformation initiatives
  • Influence enterprise service governance and operational strategy
  • Work on performance-driven optimization programs
  • Collaborative leadership environment with cross-functional teams
  • Competitive compensation aligned with UAE operations leadership market
About the Company
Dicetek LLC is a Dubai-based technology and operational consulting firm delivering enterprise transformation solutions across customer engagement, digital modernization and service governance. The company supports organizations in building efficient, scalable and performance-focused operating models across the UAE and Middle East region.Job Title Contact Center Operations Transformation Lead - Dicetek LLC - Dubai, UAE
Job Description Contact Center Operations Transformation Lead - Dicetek LLC - Dubai, UAEPosition Overview
Contact Center Operations Transformation Lead in Dubai, UAE will drive operating model redesign, performance optimization and enterprise service governance across contact center environments. This role focuses on improving operational efficiency, workforce planning, customer journey optimization and cost control while establishing structured KPIs, SLAs and governance frameworks for sustainable service excellence.Job Details
Country: UAE
City: Dubai
Industry: I T and Services
Function: Operations-Plant Management
Salary: 27000-35000 monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-timeKey Responsibilities
  • Redesign and optimize contact center operating models to enhance efficiency and scalability
  • Define and implement SLAs, KPIs and performance dashboards aligned with business objectives
  • Establish governance frameworks to ensure accountability, compliance and service consistency
  • Develop workforce planning strategies and capacity modeling to meet demand forecasts
  • Lead quality assurance programs and structured escalation management frameworks
  • Identify opportunities for customer journey optimization and service improvement
  • Implement cost control strategies while maintaining service quality standards
  • Collaborate with CX, analytics and technology teams to align operational improvements with digital initiatives
  • Monitor operational performance and recommend continuous improvement actions
Ideal Profile
  • 8-12 years of experience in contact center operations leadership roles
  • Strong background in operating model transformation and service governance
  • Expertise in SLA and KPI framework design and performance management
  • Experience in workforce planning, forecasting and capacity modeling
  • Knowledge of quality assurance frameworks and escalation management processes
  • Understanding of customer journey optimization and cost efficiency strategies
  • Strong leadership and stakeholder management skills
  • Excellent analytical and decision-making abilities
Skills Set
  • Contact Center Operations
  • Operating Model Redesign
  • SLA and KPI Governance
  • Workforce Planning
  • Capacity Modeling
  • Quality Assurance
  • Escalation Management
  • Performance Optimization
Why Join Us
  • Lead large-scale contact center transformation initiatives
  • Influence enterprise service governance and operational strategy
  • Work on performance-driven optimization programs
  • Collaborative leadership environment with cross-functional teams
  • Competitive compensation aligned with UAE operations leadership market
About the Company
Dicetek LLC is a Dubai-based technology and operational consulting firm delivering enterprise transformation solutions across customer engagement, digital modernization and service governance. The company supports organizations in building efficient, scalable and performance-focused operating models across the UAE and Middle East region.
Post DetailsJob Start Date
Salary from 27000.00
Salary to 35000.00
Number of Vacancies 1
Location -Location City DubaiDesired Candidate's Profile
Gender No Preference
Nationality
Candidate Current Location

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