Command Center Officer

Abu DhabiOn-site5–10 yrsFull-time

Responsibilities

Oversee the operational performance of outsourced contact center partners to ensure delivery of customer experience and operational KPIs. Manage real-time service levels, conduct vendor performance reviews, and lead operational bridge calls during irregular operations.

Requirements

Requires a Bachelor's degree and 3-7 years of experience in Contact Center Operations, WFM, or Vendor Management. Proficiency in Power BI, Excel, and WFM tools like IEX, Verint, or Aspect is essential.

Key skills

Contact Center OperationsWorkforce ManagementVendor ManagementBusiness AnalyticsAnalytical ThinkingExecutive CommunicationVendor GovernanceStakeholder ManagementDecision Making Under PressureProblem SolvingPower BIExcelSQLIEXVerintAspect

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