- Process Reengineering: Conduct detailed reviews of existing workflows and recommend redesigns to improve efficiency and customer experience.
- Customer Journey Enhancements: Map and analyse customer touchpoints to identify pain areas and implement improvements.
- Automation Initiatives: Identify opportunities for automation using AI, RPA, and other technologies to reduce manual effort and improve turnaround time.
- System Improvements: Collaborate with IT and vendors to upgrade systems and tools that support contact centre operations.
- Documentation & Reporting: Prepare business cases, process documentation, and performance reports for management review.
- Stakeholder Collaboration: Work closely with cross-functional teams including IT, HR, Compliance and Transformation to ensure alignment and successful execution.
- Stakeholder Engagement: Act as a liaison between the contact centre and cross-functional teams (e.g., IT, HR, Compliance, Transformation) to align on strategic initiatives
- Project Management: Support transformation projects, including new site launches, system upgrades, and process reengineering efforts.
- Bachelor's degree in business, Management, or related field.
- 4–6 years in contact center operations or process improvement, with hands-on experience in automation and customer journey mapping.
- Process mapping, data analysis, stakeholder management, business writing, knowledge of automation tools, and project coordination.
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Assistant Manager, Operations Excellence - Sharjah, United Arab Emirates - CBD
Description
JOB CONTEXT
To support the transformation of Contact Centre operations by implementing process reengineering, enhancing customer journeys, and driving system improvements and automation initiatives.
JOB RESPONSIBILITIES
QUALIFICATIONS
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Assistant Manager, Operations Excellence
Full time Only for registered members Sharjah
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Assistant Manager, Operations Excellence
Only for registered members Sharjah, Sharjah Emirate
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Assistant Manager, Operations Excellence
Only for registered members Sharjah
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Operations Excellence
Only for registered members Dubai
-
Operations Excellence Manager
Only for registered members Dubai
-
Operational Excellence Analyst
Only for registered members Dubai
-
Operational Excellence Manager
Only for registered members Dubai
-
Operational Excellence Manager
Only for registered members Dubai
-
Operational Excellence Analyst
Only for registered members Dubai
-
Operational Excellence Analyst
Full time Only for registered members Dubai
-
Operations Excellence Executive
Only for registered members Dubai
-
Operational Excellence Analyst
Full time Only for registered members Dubai
-
Operations Excellence Lead
Only for registered members Dubai
-
Operations Excellence Lead
Only for registered members Dubai
-
Operations Excellence Executive
Only for registered members Dubai
-
Operations Excellence Executive
Only for registered members Dubai
-
Technical & Operational Excellence Manager
Full time Only for registered members Dubai
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Assistant Manager Operations Excellence
Only for registered members Dubai
-
Operational Excellence Analyst
Only for registered members Dubai
-
Operations Excellence Executive
Full time Only for registered members Dubai