About the Job
The team lead for Contact Centre will be responsible for overseeing real-time operational performance across customer service channels, ensuring service levels, customer experience, and business continuity objectives are consistently achieved. The role acts as the central point of coordination for operational monitoring, incident management, workforce optimization, stakeholder communication, and crisis response, enabling proactive decision-making and timely resolution of issues that may impact customer service delivery.
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What You Will Be Doing:
- Monitor and manage real-time operational performance across all customer contact channels.
- Drive adherence to Service Level Agreements (SLAs), customer experience, and productivity targets.
- Lead incident management, business continuity, and service recovery activities.
- Coordinate with Operations, Workforce Management, IT, Digital, Product, and Support teams to resolve critical issues.
- Provide timely communication and executive updates on operational performance, risks, and escalations.
- Analyze trends, identify operational risks, and recommend corrective actions.
- Manage command centre dashboards, reporting, and performance analytics.
- Support major business events, product launches, migration activities, and crisis management plans.
- Ensure governance, process compliance, and operational readiness across all service channels.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
- Act as the central escalation point for critical service disruptions, high-priority customer issues, and operational incidents.
- Monitor customer demand patterns and proactively coordinate resource allocation to maintain optimal service performance.
- Partner with Workforce Management teams to optimize staffing, schedule adherence, occupancy, and intraday performance.
- Establish and maintain operational playbooks, escalation matrices, and incident response procedures.
- Track, manage, and report key operational, customer experience, and business performance indicators to senior leadership.
- Monitor vendor and third-party service performance, ensuring adherence to agreed service levels and contractual commitments.
- Champion a proactive operational culture through predictive analytics, early warning indicators, and risk forecasting.
Minimum Qualification:
- Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field.
Minimum Experience:
- 5–7 years of experience in Contact Centre Operations, Command Centre, Workforce Management, Real-Time Management, or Service Operations.
- Proven experience in incident management, operational monitoring, and stakeholder coordination.
Technical Skills / Tools (Required):
- Genesys Cloud / Genesys Engage (required)
- WFM platform: NICE IEX, Verint, Aspect, or equivalent
- Excel / Power BI for intraday reporting and trend analysis
- ACD, IVR, and queue management systems
Language Requirements:
- English: Fluent (written and spoken) — required
- Arabic: Proficiency is an advantage
Certifications (Preferred):
- Relevant WFM / contact centre industry certification preferred.
- COPC certification is an advantage.
This position is ideal for candidates looking to step into a leadership role in customer experience, with an emphasis on operational excellence and continuous improvement.
