2 037 Customer Service Director jobs in the United Arab Emirates

The position of the Contact Center Manager is a critical role that requires strong leadership and operational skills. The ideal candidate will have a proven track record of delivering exceptional customer service and driving business growth through effective contact center operations.

1. Develop and Implement Operational Strategies: Develop and implement contact center operations strategies and technologies which optimize cost-effectiveness and reliability of resources.
2. Manage Change: Manage change within the contact center operations (Inbound, Outbound, and Back office).
3. Ensure Adherence to SOPs: Ensure adherence to defined standard operation procedures (SOPs) in accordance with guidelines and directives.
4. Improve Services: Provide constructive feedback on improvement of services, systems reducing cycle time or costs or enhancing customer satisfaction or increasing controls & reducing risks.
5. Stay Current on Technologies: Stay current on available technologies and work processes improving contact center performance, real-time responsiveness, and efficiency.
6. Align Training Needs: Work and coordinate with training and development manager department to align training needs and enhance skill and team development.
7. Monitor Call Volumes: Examine call volumes and staffing levels ensuring efficient call center operations.

About You:

1. Experience: At least 5-10 years of experience in Customer Center operation and management.
2. Qualifications: Graduate - Bachelor Degree in related discipline.
3. Local/GCC Experience: Local / GCC Experience is a pre-requisite.
4. Skills: Result driven, hands-on, dynamic with ability to work under pressure.
5. Language Skills: Preferably Arabic speaker. Ability to read, analyze, interpret service/sales/financial reports, data, studies. Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community. Ability to effectively present information to top management, public groups and/or clients.

The primary goal of this role is to provide exceptional customer service in accordance with established standards, ensuring timely execution and follow-up. Key responsibilities include:

• On-time opening and closing of applicant accounts
• Preparing finance applications and obtaining necessary approvals
• Troubleshooting issues efficiently
• Ensuring adherence to TAT and exceeding customer expectations
• Liaising with other departments professionally

Additional tasks involve:

• Coordinating and preparing monthly reports
• Keeping records of actions taken
• Supporting customer service agents and providing technical assistance as needed

To succeed in this position, you should possess:

• Flexibility when interacting with team members
• Strong data processing and problem-solving skills
• Excellent communication and decision-making skills

Previous experience in banking and knowledge of regulated financial services are advantageous.

Deliver high-quality customer interactions through excellent communication and problem-solving skills

Provide technical support and guidance to customer service agents

This role offers a dynamic and challenging work environment that fosters growth and development

Stay updated with industry trends and best practices to enhance performance

Job Summary / Overview

The CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using du standards that are applicable for the business. CCM is responsible for operational delivery (Performance and P&L).

Key Responsibilities and Accountabilities

·   Manages and is responsible for day-to-day activities of one or more unit of operations.

·   Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company's operations.

·   Manage the daily/weekly/monthly P&L

·   Develop annual operating budgets and provide fiscal direction of the department.

·   Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.

·   Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.

·   Spends time on floor to audit current procedures to monitor and improve efficiency of operations.

·   Manages and develops a team of ACM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.

·   Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.

·   Participate in monthly and quarterly ATAC meetings.

·   Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.

·   Participates in the development and implementation of unit policies and procedures.

·   Participate in client meetings as required.

·   Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.

·   Ensure all du policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper du Management immediately.

·   Works together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned

Main Job Requirements

Education and Specific Training

·   Bachelor's degree or equivalent experience in a call center or business related field (e.g., management, sales)

Work Experience

· as call center manager years of management experience in an inbound/outbound call center

Required Skills

·   Computer Skills:

Usage of MS Office

·   Tools knowledge:
Customer or function specific programs

·   Typing speed:
e.g. At least 130 strokes per minute, Accuracy of 80%

Competencies and Specific Skills

·   Achievement Oriented

·   Analytical Ability

·   Communication Skill

·   Decision-Making

·   Flexibility

·   Judgment

·   Management Skills

·   Planning and Organizing

·   Problem Solving

·   Strategic thinking

·   Stress tolerance

·   Achievement Oriented

·   Analytical Ability

·   Communication Skill

·   Decision-Making

·   Flexibility

·   Judgment

·   Management Skills

·   Planning and Organizing

·   Problem Solving

·   Strategic thinking

·   Stress tolerance

Service Delivery Manager, Blackboard

Dubai, UAE

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit .

The Service Delivery Manager is responsible for coordinating the delivery of Blackboard Application Administration services to customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.

Serving as a key escalation point for team members and internal and external customers, the Manager of Service Delivery must be professional, self-starting, and strive for consistent results.

Primary responsibilities will include:

• Serving as the primary customer contact relative to service delivery needs and management
• Understanding customer objectives then setting and managing expectations relative to service delivery and actions required to meet objectives
• Facilitating and coordinating communication between customer stakeholders and various Anthology departments as needed
• Maintaining and driving strong process and policy adherence
• Coordinating and facilitating regularly scheduled project and status update meetings withcustomers
• Assisting customer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
• Assisting business owners in translating concepts to written requirement
• Participating in customer meetings to help make Blackboard-related decisions
• Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
• Evaluating upcoming releases and recommending new features and functionality
• Monitoring and sharing updates on application version upgrades
• Interfacing with Anthology consulting, product development, support teams and customer management
• Developing detailedplanningincluding Escalation process, Operations Handbook, Infrastructuretest and implementation plans.
• Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports.

The Candidate:

Required skills/qualifications:

• Native Arabic speaker
• Proficient in English (spoken and written)
• Bachelor's degree, preferably in Computer Science or Information Systems.
• Preferred 3+ years of product/project management responsibility envisioning, defining, and releasing new products and features.
• Trained in product and/or project management best practices, procedures and tools
• Strong documentation and project management skills required
• Excellent interpersonal communication skills required
• Ability to maintain composure under pressure
• Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
• Professional demeanor and ability to establish and maintain effective business and client relationships

Preferred skills/qualifications:

• Experience in technical support of applications, specifically withinSaaSenvironments
• Knowledge and understanding of online Learning Management Systems
• An understanding of Internet application technologies including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security
• PMP/ITIL or equivalent certification
• Experience managing customers in a hosted environment
• Executive/Senior Management communication experience

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Job Purpose
dnata is one of the world's largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As Service Delivery Agent, you will have to process all Cargo Handling activities preparing/updating air waybills data in DACS based on the shipper's instructions for Dispatch of Goods to ensure on-time and accurate cargo handling in line with IATA/ Carrier / Country Regulations.

In This Role You Will

• Carries out all activities assigned to updating and documentation in Imports and Export counters ensuring activities are completed efficiently and in compliance with procedures.
• Coordinates with Government Authorities such as Customs, Municipality, Health or Police in an efficient and effective manner to ensure smooth movement of all cargo, courier and mail.
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Applies departmental policies, processes, procedures in day-to-day operations adapting to any changes in the established standards and procedures.
• Carries out DG and other mandatory/ SOP related checks to ensure handling is in line with the regulations, ensures other operational units and support department are provided with accurate and timely information when requested.
• Verifies authority of Imports customers prior to delivery being affected to ensure alignment with regulations.
• Constantly looks and areas of improvement to provide higher level of customer service to dnata cargo customers at the counters.
• Supports supervisory staff in conducting Adhoc audits as and when required.

Qualification

To be considered for the role, you should meet the below requirement:

• High School or A level (Minimum of 12 years of schooling required)
• Experience of 3 years in Ground Handling services.
• Good English written and spoken communication.
• Training required Live Animal Regulation, Dangerous Goods Acceptance, Dangerous Goods Handling, Basic Cargo Tariff, Advance Cargo Tariff, warehouse safety, Equipment Training.

Our services on the ground keep the world in the air. We're one of the largest air services providers in the world, and you'll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We're growing fast, and we're looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story - if you want to join us, visit to apply.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website Further information on what's it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Job Summary / Overview

The CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using du standards that are applicable for the business. CCM is responsible for operational delivery (Performance and P&L).

Key Responsibilities and Accountabilities

· Manages and is responsible for day-to-day activities of one or more unit of operations.

· Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company's operations.

· Manage the daily/weekly/monthly P&L

· Develop annual operating budgets and provide fiscal direction of the department.

· Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.

· Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.

· Spends time on floor to audit current procedures to monitor and improve efficiency of operations.

· Manages and develops a team of ACM's in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.

· Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.

· Participate in monthly and quarterly ATAC meetings.

· Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.

· Participates in the development and implementation of unit policies and procedures.

· Participate in client meetings as required.

· Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.

· Ensure all du policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper du Management immediately.

· Works together with a "Point of Contact" to identify issues and generate action plans for the KPI assigned

Education and Specific Training

· Bachelor's degree or equivalent experience in a call center or business related field (e.g., management, sales)

Work Experience

· Experience with
Global star rating for call center

· 3 as call center manager years of management experience in an inbound/outbound call center

Required Skills

· Computer Skills: Usage of MS Office

· Tools knowledge: Customer or function specific programs

· Typing speed: e.g. At least 130 strokes per minute, Accuracy of 80%

Description
Service Delivery Manager, Blackboard
Dubai, UAE
The Opportunity:
Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that's simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit

.

The Service Delivery Manager is responsible for coordinating the delivery of Blackboard Application Administration services to customers. This person must be customer service focused, work well in teams, identify and resolve service delivery issues, provide daily/weekly updates on current tasks, and escalate risks and issues as needed.

Serving as a key escalation point for team members and internal and external customers, the Manager of Service Delivery must be professional, self-starting, and strive for consistent results.

Primary responsibilities will include:

• Serving as the primary customer contact relative to service delivery needs and management
• Understanding customer objectives then setting and managing expectations relative to service delivery and actions required to meet objectives
• Facilitating and coordinating communication between customer stakeholders and various Anthology departments as needed
• Maintaining and driving strong process and policy adherence
• Coordinating and facilitating regularly scheduled project and status update meetings with customers
• Assisting customer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
• Assisting business owners in translating concepts to written requirement
• Participating in customer meetings to help make Blackboard-related decisions
• Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
• Evaluating upcoming releases and recommending new features and functionality
• Monitoring and sharing updates on application version upgrades
• Interfacing with Anthology consulting, product development, support teams and customer management
• Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans.
• Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports.

The Candidate:
Required skills/qualifications:

• Native Arabic speaker
• Proficient in English (spoken and written)
• Bachelor's degree, preferably in Computer Science or Information Systems.
• Preferred 3+ years of product/project management responsibility envisioning, defining, and releasing new products and features.
• Trained in product and/or project management best practices, procedures and tools
• Strong documentation and project management skills required
• Excellent interpersonal communication skills required
• Ability to maintain composure under pressure
• Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
• Professional demeanor and ability to establish and maintain effective business and client relationships

Preferred skills/qualifications:

• Experience in technical support of applications, specifically within SaaS environments
• Knowledge and understanding of online Learning Management Systems
• An understanding of Internet application technologies including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security
• PMP/ITIL or equivalent certification
• Experience managing customers in a hosted environment
• Executive/Senior Management communication experience

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Job Requirements
Service Delivery Coordinator - Wellbore Intervention
Do you enjoy leading a team that provides a high-quality service for our customers?

Do you love collaborating with teams to solve complex problems?

Join our Completions & Wellbore Intervention Team
Our Completions business drawing from the industry's broadest portfolio of proven products and innovative technologies, provides the specific infrastructure and well integrity solution needed to produce safely and efficiently for the life of assets. We create improvements and efficiency through service delivery, remote operations, automation and advanced analytics.

Partner with the best
As the Service Delivery Coordinator, you will ensure that Baker Hughes maximizes its short and long term revenue and profit opportunities. You will ensure flawless execution, on-time delivery and contract adherence. You will coordinate job activities to ensure execution in line with customer expectations and contract terms and conditions.

As a Service Delivery Coordinator, you will be responsible for:

• Preparing Technical Proposals and lead customer engagement for technical support
• Conducting job briefing during planning and debriefing after closing for every job/activity
• Coordinate Running multiple Complex Wellbore Intervention operations.
• Coordinate operations and lead the commercial engagement with customer when required.
• Communicating billing events to B&C using the Job Center ticket.
• Planning mid-range operation activity volume & complexity forecast to align the correct resources for Service delivery flawless execution & on-time delivery.
• Preparing with daily operational updates for their ongoing job activities as required
• Reporting incidents and manage communication with customers and internal.
• Overseeing ongoing operations and provides direct support to the field personnel on location.

Fuel your passion
To be successful in this role you will:

• Have a minimum of a technical diploma.
• Have 5 years of experience in Well interventions service delivery coordination (Operations Coordination) role.
• Have minimum of 10 years running complex fishing either workover or open hole, regular Section mills, strong experience in in both Offshore and Onshore Well interventions operations.
• Have knowledge of Whipstocks Thru-tubing fishing and milling.
• Preferred to have strong Field + Technical + Office Coordination in Well interventions.
• Have Strong customer engagement experience.
• Demonstrate effective communication, interpersonal and leadership skills with the ability to influence others and lead teams.
• Have thorough mechanical and application proficiency with Wellbore Intervention products.
• Have the ability to manage multiple project and deadlines.
• Have good leadership capabilities and ability to manage and coordinate field personnel.

At Baker Hughes we are always searching for great talent. While we may not have a specific job for your today, we want to know about you when we do. As actual openings become available, you may be contacted to discuss a potential opportunity.
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