Senior Contact Center Operations Officer

Department Of Finance
United Arab Emirates
Workplace: OnsiteFull time20,001 - 30,000 monthlyFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Six Sigma","TQM","Customer operations","Quality monitoring","Call center"]

Lead and coordinate operational plans and KPI tracking for the unified contact center, ensuring immediate and effective responses to public inquiries, collaboration with government partners, data analysis, knowledge base development, and continuous improvement initiatives to raise performance metrics in line with government standards.

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FursaFursa
Department Of Finance
Department Of Finance
1 year ago

Senior Contact Center Operations Officer

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead and coordinate operational plans and KPI tracking for the unified contact center, ensuring immediate and effective responses to public inquiries, collaboration with government partners, data analysis, knowledge base development, and continuous improvement initiatives to raise performance metrics in line with government standards.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Contribute to the preparation of operational plans and KPIs at the department level and execute all related processes to meet institutional goals
  • •Manage and execute the operations of the unified contact center in line with best practices, coordinating with government service partners for prompt responses to inquiries
  • •Aggregate and categorize incoming calls, prepare periodic reports on performance metrics, and develop improvement plans with stakeholders
  • •Coordinate with government entities to ensure service delivery and manage emergency communications to maintain center performance indicators
  • •Evaluate and update the unified contact center systems and data, leveraging results to enhance service quality and efficiency

Pay and Benefits

Salary: 20,001 - 30,000 monthly

Key Requirements

  • •Bachelor's degree in Business / Information Technology / Communications or related field; 3 years of experience for Bachelor's degree (0 years for Master's)
  • •Additional professional certificates such as Six Sigma, Customer Operations Performance Center, and TQM are desirable
  • •Experience in managing and improving call center operations, including KPI tracking and reporting
  • •Ability to coordinate with government partners and manage cross-department communications
  • •Knowledge of knowledge base management and driving continuous improvement initiatives
Experience:GovernmentPublic sector
Education:Bachelor's in Business/Information Technology/Communications
Skills:Six SigmaTQMCustomer operationsQuality monitoringCall center
Certifications:Six SigmaCustomer Operations Performance CenterTQM
Languages:ArabicEnglish

Eligibility

Nationality:UAE National

Company Brief

Department Of Finance
The UAE Department of Finance is the federal authority responsible for national fiscal policy, public financial management, budgeting, and overseeing government expenditures to ensure sustainable economic growth and effective use of public funds.
Industry: Government
Company Size: Enterprise (1,001+ employees)
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Website