Contact Center Operations Excellence Lead (Remote)

Job description / Role

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.

• 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.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.