Job Purpose

Lead Aldar’s group-wide contact center operations across all customer engagement channels, ensuring high-quality service delivery, strong BPO governance, operational discipline, and a digital-first operating mindset. The role is responsible for overseeing the outsourced contact center operation, driving performance against SLAs and KPIs, ensuring seamless customer support across Aldar entities, and progressively shifting operational behaviors from traditional voice dependency to digital-first customer engagement.

Note: This role is 24/7 in nature and may require businesses travel to our delivery centers.

Roles, Responsibilities, Duties

RUN - CONTACT CENTER OPERATIONS GOVERNANCE

• Own day-to-day governance of Aldar’s contact center operations across voice, email, chat, WhatsApp, web, app, and digital service channels.
• Oversee BPO partner performance, ensuring delivery against agreed SLA...