• Overview and support the unified contact center project to achieve quantitative and qualitative objectives.

• Support in managing the relationship with project Stakeholders (Internal & External), Reviews and Updates/Communications and Escalations.

• Review the best practices and benchmarks to always ensure efficiency and productivity in the setup and operation across the project phases.

• Monitor the unified contact center implementation plan and services transition.

• Track unified contact center productivity and compare it to benchmarks and Dubai government standards.

• Provide feedback through effective development plans and offer improvement opportunities.

• Assist in preparation of the annual budget planning for the unified contact center project.

• Conduct a comprehensive analysis of business requirements, customer needs,and operational goals and address it to the management.

• Ensure contact center provides best in class customer service in dealing and interacting with customers through the close monitoring of the quality and service standards.

• Regularly communicate project progress, milestones, and potential roadblocks to stakeholders to ensure alignment and transparency.

• Offer suggestion & solutions for improvement.

• Maintain comprehensive project documentation, including project plans, status reports, and meeting minutes.

• Bachelors degree in technology/project management or any other relevant field.

• Minimum of 15 years experience as a Project Manager, managing complex projects in contact center or customer service environments.

• Familiar with contact center technical platform such as Genesys, Cisco, Sprinklr, etc.

• Familiar with project management tools and software.

• Excellent communication skills, with the ability to build strong relationships with teams and stakeholders.

• Solid understanding of customer service best practices, and industry standards.

• Strong analytical and problem-solving capabilities, with the ability to make data-driven decisions.

• Project Management Professional (PMP) certification / COPC is a plus and/or any similar project/program management certification.

• Languages: Arabic & English.

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