banking jobs in UAE | Commercial Bank of Dubai careers

Commercial Bank of Dubai announced, through its Linkedin account, a bank job in UAE (Contact Center Operations Excellence Lead) according to the following:

• The Contact Center Operations Excellence Lead will drive operational efficiency across the contact centre by overseeing workforce management, service designs, backend processes, and governance. 

• This role is crucial for ensuring that all systems, workflows, and service requests are optimized to meet performance standards and regulatory requirements. 

• The incumbent will lead capacity planning, business intelligence, and MIS functions, ensuring that workforce and operational metrics are accurately tracked and performance is optimized. 

• This role also focuses on compliance with regulatory guidelines, ensuring all operational activities align with local banking CPR regulations in the UAE.

• Oversee workforce management, ensuring accurate capacity planning and scheduling to meet contact centre volume demands.

• Develop and implement a robust capacity planning process to ensure service levels are consistently met.

• Optimize agent scheduling and resource allocation to improve operational efficiency and meet business needs.

• Lead the design and optimization of backend processes, workflows, and service request management for seamless customer service delivery.

• Ensure efficient workflow execution across all systems used by the contact centre (e.g., IVR, Chatbot, CRM, Genesys).

• Collaborate with IT teams to manage system changes and upgrades, ensuring minimal disruption to contact centre operations.

• Develop and maintain MIS reporting and dashboards to provide clear insights into operational performance, agent productivity, and service levels.

• Utilize data-driven insights to identify bottlenecks, inefficiencies, and opportunities for improvement in the contact centre.

• Lead business intelligence initiatives to improve decision-making and operational strategies.

• Design and implement performance scorecards to track agent productivity, service quality, and adherence to SLAs.

• Drive continuous improvement initiatives by monitoring frontline agent performance and identifying areas for development and coaching.

• Ensure transparent and data-driven performance management practices across the contact centre.

• Ensure compliance with regulatory requirements, including banking CPR guidelines, by maintaining proper governance frameworks and controls.

• Oversee all governance activities related to operational excellence, including audits, reporting, and adherence to internal and external policies.

• Implement processes to maintain compliance with UAE regulatory standards and ensure smooth governance of contact centre operations.

• Execute key operational projects, especially those involving system changes or upgrades (e.g., CRM, IVR, Chatbot).

• Work cross-functionally with IT, digital, and business units to ensure successful implementation of new systems or processes without disrupting service delivery.

• Degree in Business Management / Engineering

• 10+ years of experience in contact centre operations, workforce management, or operational excellence roles.

• Expertise in capacity planning, workforce management, and process optimization.

• Strong understanding of contact centre technologies (e.g., IVR, CRM, Chatbots, Genesys) and system integration.

• Experience with regulatory compliance, particularly within the banking sector (UAE banking CPR guidelines is a plus).

• Proven ability to lead performance management initiatives and develop agent scorecards for tracking KPIs.

To know more details about the vacancy and how to apply kindly check the link below:

apply from here

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