Call Center Operation Transformation Lead at Dicetek LLC - Dubai

Dicetek LLC, a leading provider of technology solutions and services, announces a key leadership vacancy at its headquarters in Dubai, United Arab Emirates. The company is seeking an experienced professional to fill the position of Call Center Operation Transformation Lead. This role represents an exceptional opportunity for ambitious professionals passionate about leading change and enhancing customer experience through modern strategies and digital transformation.

Job Description

The Operation Transformation Lead will play a pivotal role in re-engineering and developing Dicetek's call center operations to ensure the highest standards of efficiency and satisfaction. This individual will be the primary owner of leading comprehensive transformation initiatives aimed at improving operational performance, integrating new technologies, and elevating service quality.

Key responsibilities include:

• Leading and executing the end-to-end call center operation transformation strategy, aligning with the company's overall business objectives.
• Analyzing current processes and identifying improvement opportunities in areas of efficiency, productivity, and customer experience.
• Designing and leading digital transformation projects, such as the adoption of AI solutions, Robotic Process Automation (RPA), and advanced CRM systems.
• Developing new Key Performance Indicators (KPIs) and monitoring performance to measure the success of transformation initiatives.
• Working closely with IT, Customer Service, and Operations teams to ensure seamless integration of new solutions.
• Leading organizational culture change to foster innovation and continuous improvement within the call center team.
• Preparing reports and presentations for senior management on project progress and achieved results.

Requirements and Qualifications

To be a successful candidate for this leadership role, you should meet the following criteria:

• Work Experience: Minimum of 7 to 10 years of experience in call center operations or customer service, with a strong focus on transformation leadership or process improvement roles.
• Technical Expertise: Deep knowledge of the latest contact center technologies (e.g., IVR, routing systems, analytics solutions) and proven experience in leading digital transformation projects.
• Leadership Skills: Exceptional ability to lead teams, drive organizational change, and inspire others to embrace new initiatives.
• Analytical Skills: Strong capability in data analysis and deriving actionable insights to drive decision-making.
• Communication Skills: Excellent communication and presentation skills in both Arabic and English, with the ability to interact effectively with all management levels.
• Education: A Bachelor’s degree in Business Administration, Engineering, Information Technology, or a related field. Professional certifications in Project Management (e.g., PMP) or Process Improvement (e.g., Six Sigma) are a strong advantage.

Work Location and Benefits

• Location: Dubai, United Arab Emirates.
• Work Environment: A dynamic and stimulating work environment within a leading technology sector company.
• Career Development: Excellent opportunities for professional growth and leadership within an evolving organizational structure.

How to Apply

Applications for this leadership position are accepted exclusively via the Naukrigulf platform. Please visit the official job listing link on the platform and submit your application through their electronic system. Ensure your CV is updated to highlight your relevant experience in leading operations transformation and digital projects, citing tangible achievements and metrics that support your expertise. Given the competitive nature of this leadership role, early application is advisable.

Join the Dicetek LLC team and be the key driver in transforming customer service operations for the future in Dubai.