Lead Complaint Management

Du
Dubai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 6-8 yearsEducation: bachelorsSkills: ["Analytical thinking","Root cause analysis","Stakeholder management","Communication","Process improvement"]

Lead du’s end-to-end complaint management function, delivering SLA compliance, first-time resolution, CSAT targets, and continuous quality improvement across all customer channels. Own KPI dashboards and variance analysis, manage escalations and root cause elimination, and coordinate with internal teams (Network, Billing, Retail, Back Office) and an offshore partner. Ensure TRA/TDRA compliance and audit readiness, while partnering with IT to govern CRM/ticketing systems and drive digital automation.

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FursaFursa
Du
Du
3 days ago

Lead Complaint Management

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead du’s end-to-end complaint management function, delivering SLA compliance, first-time resolution, CSAT targets, and continuous quality improvement across all customer channels. Own KPI dashboards and variance analysis, manage escalations and root cause elimination, and coordinate with internal teams (Network, Billing, Retail, Back Office) and an offshore partner. Ensure TRA/TDRA compliance and audit readiness, while partnering with IT to govern CRM/ticketing systems and drive digital automation.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own daily, weekly, monthly, and quarterly complaint KPI performance dashboards (resolution TAT, FCR, CSAT, SLA compliance, backlog aging) and deliver variance analysis with corrective actions to CO leadership.
  • •Drive queue-level quality improvements through calibration sessions, targeted coaching, QA score improvement, and ongoing floor walks, spot checks, and call monitoring.
  • •Manage end-to-end complaint escalations outside the standard flow, performing root cause analysis and coordinating cross-functionally to resolve systemic drivers.
  • •Ensure full TRA/TDRA regulatory compliance for complaint handling and customer communication, and maintain audit-ready documentation and timely audit deliverables.
  • •Serve as the governance liaison between du IT and offshore partner IT to ensure CRM/ticketing stability and performance, support migration/UAT, and drive automation and digital complaint management initiatives.

Key Requirements

  • •Bachelor’s degree in Business Administration, Management, or related field.
  • •6–8 years of progressive experience in customer operations or complaint management in telecommunications or technology.
  • •At least 3 years in a leadership role managing teams of 10+ (direct and indirect).
  • •Experience managing offshore/outsourced operations is essential.
  • •Proficient in CRM platforms (e.g., Salesforce, Oracle CRM), workforce management tools, and data analytics/BI; advanced Excel/PowerPoint; strong English command; Arabic is highly desirable.
Experience:6-8 yearsTelecommunicationsTechnologyCustomer operationsComplaint managementOffshore operations
Education:Bachelor's in Business Administration, Management, or related field
Skills:Analytical thinkingRoot cause analysisStakeholder managementCommunicationProcess improvement
Certifications:CCXPSix Sigma Green BeltPMPPRINCE2
Languages:EnglishArabic
Tech Stack:CRM platformsSalesforceOracle CRMWorkforce management toolsData analyticsBI platformsMicrosoft OfficeExcelPowerPointCRM/ticketing systemKnowledgebase

Company Brief

Du
du (Emirates Integrated Telecommunications Company PJSC) is a UAE-based telecom operator providing mobile, fixed-line, broadband, IPTV and ICT services to consumers and businesses across the United Arab Emirates.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
Glassdoor
Glassdoor: 3.6
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