Director - Customer Engagement & Contact Centre

Dubai Holding
United Arab Emirates
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 10-15 yearsEducation: bachelorsSkills: ["Strategic planning","Analytical thinking","Leadership","Communication","Stakeholder management"]

Lead the strategic vision for all customer-facing service channels, driving seamless digital self-service and contact center interactions. Oversee day-to-day contact center operations against KPIs for volume, response times, and customer satisfaction, and use customer feedback and interaction data to improve the end-to-end customer journey. Evaluate and deploy contact center technologies, including AI and automation, while mentoring a team of managers and specialists and partnering with senior leaders to resolve systemic issues.

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FursaFursa
Dubai Holding
Dubai Holding
2 days ago

Director - Customer Engagement & Contact Centre

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead the strategic vision for all customer-facing service channels, driving seamless digital self-service and contact center interactions. Oversee day-to-day contact center operations against KPIs for volume, response times, and customer satisfaction, and use customer feedback and interaction data to improve the end-to-end customer journey. Evaluate and deploy contact center technologies, including AI and automation, while mentoring a team of managers and specialists and partnering with senior leaders to resolve systemic issues.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Define and execute the strategy for the contact center and all customer engagement channels, including service standards, KPIs, and a roadmap for technology/process enhancements.
  • •Oversee daily contact center operations to meet performance targets for interaction volume, response times, and customer satisfaction; optimize workforce and resources.
  • •Champion customer experience implementation by feeding CX teams with feedback and interaction data to identify pain points and improve the end-to-end customer journey.
  • •Lead the evaluation and selection of contact center technologies, investing in platforms and AI/automation to improve both customer and agent experience.
  • •Lead, mentor, and develop a team of managers and specialists; partner with senior leadership and cross-functional departments on data-driven business cases and systemic issue resolution.

Key Requirements

  • •Bachelor's degree required; Master's degree in Business Administration, Operations Management, or related field preferred.
  • •10–15 years of progressive experience in contact center management or customer experience, with a proven track record in a senior leadership role.
  • •Exceptional strategic planning skills and a deep understanding of contact center operations and industry best practices.
  • •Highly analytical—use data to measure performance, inform decisions, and drive continuous improvement.
  • •Strong leadership and people management skills, with excellent communication, negotiation, and stakeholder presentation abilities.
Experience:10-15 yearsContact center managementCustomer experienceCustomer engagement
Education:Bachelor's
Skills:Strategic planningAnalytical thinkingLeadershipCommunicationStakeholder management
Tech Stack:AIAutomation toolsContact center technologies

Company Brief

Dubai Holding
Dubai Holding is a diversified global investment holding company that invests across real estate, hospitality, media, ICT, retail, and other sectors to support Dubai’s economic growth and strategic development.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 2004
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