Assistant Manager, Operations Excellence - Sharjah, United Arab Emirates - CBD

    CBD
    CBD Sharjah, United Arab Emirates

    1 week ago

    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

    • 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.

    QUALIFICATIONS

    • 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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